2017年-FCA英国金融行为监管局_complaints_2010_h2_9页_37kb

AGGREGATE COMPLAINTS STATISTICS: 2006 to 2010 Summary

Core Content Overview

This document presents aggregate complaints statistics from 2006 to 2010, focusing on the number and proportion of complaints by product group, cause of complaint, firm type, and resolution speed. It also includes data on complaints upheld and redress. The data is organized into several sections, each highlighting different aspects of complaints and their resolution.

Main Sections

1. Complaints by Product Group and Cause (2010 H2)

• Total complaints in 2010 H2: 1,795,182

• Complaints by product group:

  • Banking: 906,927 (50.5%)
  • Decumulation, life and pensions: 72,042 (4.0%)
  • General insurance & pure protection: 710,678 (39.6%)
  • Home finance: 64,221 (3.6%)
  • Investments: 41,314 (2.3%)

• Complaints by cause:

  • Advising, selling and arranging: 538,427 (30%)
  • Arrears related: 46,543 (2.6%)
  • General admin/customer service: 647,095 (36%)
  • Terms and disputed sums/charges: 467,326 (26%)
  • Other: 95,791 (5%)

2. Volumes of Complaints

• Number of complaints by product group:

  • Banking: 906,927
  • Decumulation, life and pensions: 72,042
  • General insurance & pure protection: 710,678
  • Home finance: 64,221
  • Investments: 41,314

• Number of complaints by firm type:

  • Bank (inc e-money issuers) and Building Society: 1,315,138
  • General Insurance Intermediary: 183,892
  • Investment Management: 10,638
  • Life Insurer: 42,170
  • Mortgage Business: 29,274
  • Other Insurer: 168,296
  • Personal Investment: 20,741
  • Professional firms: 527
  • Securities & Futures: 7,049
  • Other: 17,457

• Number of complaints by cause of complaint:

  • Advising, selling and arranging: 538,427
  • Arrears related: 46,543
  • General admin/customer service: 647,095
  • Terms and disputed sums/charges: 467,326
  • Other: 95,791

• Closed complaints by firm type:

  • Bank (inc e-money issuers) and Building Society: 1,261,008
  • General Insurance Intermediary: 156,947
  • Investment Management: 10,947
  • Life Insurer: 42,508
  • Mortgage Business: 24,899
  • Other Insurer: 167,973
  • Personal Investment: 20,990
  • Professional firms: 526
  • Securities & Futures: 7,256
  • Other: 17,133

• Closed complaints by product type:

  • Banking: 1,565,440
  • Decumulation, life and pensions: 722,818
  • General insurance & pure protection: 1,711,607
  • Home finance: 1,599,833
  • Investments: 2,871,378

3. Speed of Resolution (Proportion of complaints closed within 8 weeks)

• Proportion of complaints closed within 8 weeks by firm type:

  • Bank (inc e-money issuers) and Building Society: 91%
  • General Insurance Intermediary: 93%
  • Investment Management: 93%
  • Life Insurer: 95%
  • Mortgage Business: 89%
  • Other Insurer: 89%
  • Personal Investment: 86%
  • Professional firms: 95%
  • Securities & Futures: 91%
  • Other: 93%

• Proportion of complaints closed within 8 weeks by product type:

  • Banking: 91%
  • Decumulation, life and pensions: 40.5%
  • General insurance & pure protection: 89.4%
  • Home finance: 89.4%
  • Investments: 84.1%

4. Complaints Upheld

• Total upheld complaints in 2010 H2: 843,301

• Proportion of upheld complaints by firm type:

  • Bank (inc e-money issuers) and Building Society: 51%
  • General Insurance Intermediary: 39%
  • Investment Management: 50%
  • Life Insurer: 44%
  • Mortgage Business: 48%
  • Other Insurer: 49%
  • Personal Investment: 36%
  • Professional firms: 41%
  • Securities & Futures: 21%
  • Other: 50%

• As a percentage of all closed complaints:

  • 49.3% (2006-H1)
  • 40.5% (2006-H2)
  • 34.0% (2007-H1)
  • 40.5% (2007-H2)
  • 42.2% (2008-H1)
  • 40.4% (2008-H2)
  • 39.5% (2009-H1)
  • 45.2% (2009-H2)
  • 25.8% (2010-H1)
  • 49.3% (2010-H2)

5. Redress

• Total redress paid by firm type:

  • Bank (inc e-money issuers) and Building Society: Not provided
  • General Insurance Intermediary: Not provided
  • Investment Management: Not provided
  • Life Insurer: Not provided
  • Mortgage Business: Not provided
  • Other Insurer: Not provided
  • Personal Investment: Not provided
  • Professional firms: Not provided
  • Securities & Futures: Not provided
  • Other: Not provided

• Total redress paid by product type:

  • Banking: Not provided
  • Decumulation, life and pensions: Not provided
  • General insurance & pure protection: Not provided
  • Home finance: Not provided
  • Investments: Not provided

Key Information

• Reporting Periods: The data covers multiple reporting periods from 2006 to 2010, with specific attention to 2010 H2.
• Notes:
  • Data for 2010-H1 has been updated due to firm resubmissions.
  • The reporting requirements changed on 1 August 2009, which affected the categorization of complaints and firm types.
  • Some categories are only available up to the end of July 2009 H2 due to these changes.
• Complaints by product name:
  • Banking: Includes current accounts, credit cards, savings, etc.
  • General insurance & pure protection: Includes payment protection insurance, income protection, etc.
  • Decumulation, life and pensions: Includes endowments, personal pensions, etc.
  • Investments: Includes PEPs/ISAs, investment bonds, unit trusts/OEICs, etc.

Main Insights

• Banking is the most frequently complained about product group, accounting for over half of all complaints.
• General admin/customer service is the leading cause of complaints, making up 36% of all complaints in 2010 H2.
• Banks and building societies have the highest proportion of complaints closed within 8 weeks, at 91%.
• Life insurers have the lowest proportion of complaints closed within 8 weeks, at 95%.
• Complaints upheld are most common among banks and building societies, with 51% of closed complaints upheld.
• Professional firms and Securities & Futures show a high proportion of complaints upheld, at 41% and 21%, respectively.

Conclusion

The data highlights that banking and general insurance & pure protection are the most common product groups for complaints, with general admin/customer service being the most frequent cause. The speed of resolution is generally high, with most complaints being closed within 8 weeks. Banks and building societies are the most frequently complained against and have the highest resolution rate. The proportion of complaints upheld is relatively consistent across firm types, with some variations.