2013年-FCA英国金融行为监管局_aggregate_complaints_data_2012_h2_pdf_9页_650kb

报告摘要

AGGREGATE COMPLAINTS STATISTICS: 2006 to 2012 Summary

Core Content Overview

This document provides aggregate statistics on complaints received from 2006 to 2012, focusing on the number of complaints, their resolution speed, upheld complaints, and the redress provided. It includes data by product group, firm type, and cause of complaint, with a particular emphasis on the second half of 2012 (2012 H2).

Main Sections and Key Information

1. Complaints by Product Group and Cause (2012 H2)

Banking:
- Advising, selling, and arranging: 41,691 (6%)
- Arrears related: 19,908 (3%)
- General admin/customer service: 333,588 (46%)
- Terms and disputed sums/charges: 302,434 (42%)
- Other: 30,663 (4%)
- Total: 728,284 (100%)
Decumulation, life and pensions:
- Advising, selling, and arranging: 33,236 (42%)
- Arrears related: 373 (0%)
- General admin/customer service: 33,630 (43%)
- Terms and disputed sums/charges: 7,946 (10%)
- Other: 3,126 (4%)
- Total: 78,311 (100%)
General insurance & pure protection:
- Advising, selling, and arranging: 2,199,019 (88%)
- Arrears related: 2,712 (0%)
- General admin/customer service: 177,859 (7%)
- Terms and disputed sums/charges: 84,069 (3%)
- Other: 30,588 (1%)
- Total: 2,494,247 (100%)
Home Finance:
- Advising, selling, and arranging: 7,446 (9%)
- Arrears related: 8,674 (11%)
- General admin/customer service: 40,571 (50%)
- Terms and disputed sums/charges: 21,347 (27%)
- Other: 2,306 (3%)
- Total: 80,344 (100%)
Investments:
- Advising, selling, and arranging: 14,386 (35%)
- Arrears related: 96 (0%)
- General admin/customer service: 19,810 (48%)
- Terms and disputed sums/charges: 4,793 (12%)
- Other: 2,113 (5%)
- Total: 41,198 (100%)
Total (Product Group): 3,422,384 complaints

2. Volumes of Complaints

2.1 Number of complaints by product group (2012 H2):
- Banking: 728,284
- Decumulation, life and pensions: 78,311
- General insurance & pure protection: 2,494,247
- Home Finance: 80,344
- Investments: 41,198
- Total: 3,422,384
2.2 Number of complaints by firm type (2012 H2):
- Bank (inc e-money issuers) and Building Society: 1,189,076
- General Insurance Intermediary: 2,225,458
- Investment Management: 12,733
- Life Insurer: 138,753
- Mortgage Business (Non-Deposit Taker): 12,166
- Other Insurer: 152,250
- Personal Investment: 14,655
- Professional Firms: 22,278
- Securities & Futures: 22,552
- Total: 3,422,384
2.3 Number of complaints by cause of complaint (2012 H2):
- Advising, selling, and arranging: 605,458
- Arrears related: 31,763
- General admin/customer service: 1,628,483
- Terms and disputed sums/charges: 1,738,778
- Total: 3,422,384
2.4 Number of closed complaints by firm type (2012 H2):
- Bank (inc e-money issuers) and Building Society: 2,568,161
- General Insurance Intermediary: 467,830
- Investment Management: 158,300
- Life Insurer: 1,285,202
- Mortgage Business (Non-Deposit Taker): 159,975
- Other Insurer: 1,661,766
- Personal Investment: 159,586
- Professional Firms: 158,300
- Securities & Futures: 159,975
- Total: 2,913,660
2.5 Number of closed complaints by type of product (2012 H2):
- Banking: 80,344
- Decumulation, life and pensions: 105,510
- General insurance & pure protection: 1,681,382
- Home Finance: 19,628
- Investments: 1,572,654
- Total: 2,562,664

3. Speed of Resolution (2012 H2)

3.1 Proportion of complaints closed within 8 weeks by firm type:
- Bank (inc e-money issuers) and Building Society: 88%
- General Insurance Intermediary: 74%
- Investment Management: 96%
- Life Insurer: 97%
- Mortgage Business (Non-Deposit Taker): 92%
- Other Insurer: 87%
- Personal Investment: 91%
- Professional Firms: 97%
- Securities & Futures: 95%
- Total: 88.4%
3.2 Proportion of complaints closed within 8 weeks by type of product:
- Banking: 87%
- Decumulation, life and pensions: 93%
- General insurance & pure protection: 89%
- Home Finance: 92%
- Investments: 90%
- Total: 88.4%

4. Complaints Upheld (2012 H2)

4.1 Proportion of complaints upheld by firm type:
- Bank (inc e-money issuers) and Building Society: 47%
- General Insurance Intermediary: 42%
- Investment Management: 49%
- Life Insurer: 44%
- Mortgage Business (Non-Deposit Taker): 35%
- Other Insurer: 55%
- Personal Investment: 33%
- Professional Firms: 31%
- Securities & Futures: 36%
- Total: 46.2%
4.2 Proportion of complaints upheld by type of product:
- Banking: 40%
- Decumulation, life and pensions: 40%
- General insurance & pure protection: 48%
- Home Finance: 43%
- Investments: 45%
- Total: 46.2%

5. Redress (2012 H2)

5.1 Total redress paid by firm type:
- Bank (inc e-money issuers) and Building Society: 1,970,660
- General Insurance Intermediary: 287,590
- Investment Management: 9,821
- Life Insurer: 49,141
- Mortgage Business (Non-Deposit Taker): 105,484
- Other Insurer: 146,825
- Personal Investment: 33,204
- Professional Firms: 508
- Securities & Futures: 4,854
- Total: 2,913,660
5.2 Total redress paid by type of product:
- Banking: 351,399
- Decumulation, life and pensions: 32,698
- General insurance & pure protection: 1,305,962
- Home Finance: 38,754
- Investments: 19,107
- Total: 2,913,660

Notes and Additional Information

Product Group Definitions:
- Banking includes current accounts, credit cards, savings, etc.
- Decumulation, life and pensions relates to pension income conversion.
- General insurance & pure protection includes income protection, critical illness, etc.
- Home Finance includes mortgages, equity release, etc.
- Investments include PEPs, unit trusts, investment bonds, etc.
Reporting Periods:
- H1: 1 Jan to 30 June
- H2: 1 July to 31 Dec
Reporting Changes:
- The "Other" product group category was only available up to end of July 2009.
- Data has been updated due to firm resubmissions.
- Some data may be missing for earlier periods due to changes in reporting requirements.

Key Observations

Banking had the highest number of complaints in 2012 H2, accounting for 67% of total complaints.
General admin/customer service was the most common cause of complaints, representing 46% of complaints in the Banking group.
Banking had the lowest resolution rate within 8 weeks (87%) compared to other product groups.
Life Insurer and Investment Management had the highest resolution rates (97% and 96%, respectively).
General insurance & pure protection had the highest upheld complaints percentage (69%) in 2012 H2.
Redress was primarily paid by Bank (inc e-money issuers) and Building Society (65% of total redress).
The data reflects changes in reporting requirements, particularly the introduction of new product categories in 2009.