2013年-FCA英国金融行为监管局_aggregate_complaints_data_commentary_2013_h1_3页_249kb

Summary of FCA Aggregate Complaints Data (H1 2013)

Core Content

The Financial Conduct Authority (FCA) published its half-yearly aggregate complaints data for the first half (H1) of 2013. This data includes all complaints reported by firms with a reporting period ending between 1 January and 30 June 2013. The information is available in Excel and PDF formats, allowing users to search for various metrics such as the number of complaints opened and closed, complaints upheld, and redress amounts.

Main Points and Key Information

Total Complaints

• Total complaints in H1 2013: 2,907,117
• Decrease compared to 2012 H2: 15%
• Still 60% higher than 2010 H2: 2,907,117

Complaints by Firm Type

• Complaints to banks and building societies: Decreased by 26% to 1,903,423
• Impact of MBNA Limited: If MBNA had remained in this category, the decrease would have been 17%
• Other firm types: Data is available but not detailed in the summary

Complaints by Cause and Product

• Advising, selling, and arranging complaints: Decreased by 17% to 1,909,167
• General insurance and pure protection products (including PPI): Decreased by 15% to 2,126,403
• PPI complaints: Decreased by 18% to 1,786,626, making up 61% of all complaints (down from 63% in 2012 H2)
• Terms and disputed sums/charges: Decreased by 24% to 317,660
• General administration/customer service complaints: Decreased by 3% to 589,475
• Banking products: Decreased by 21% compared to 2012 H2 and 30% compared to 2012 H1, reaching the lowest level since 2006 H2
  • Current accounts: Decreased by 8% to 280,711
  • Credit cards: Decreased by 42% to 164,134

Top 10 Complained About Products

Complaint Handling

• Percentage of complaints closed within 8 weeks:

  • Overall: 92% (up from 88% in 2012 H2)
  • Life insurers: 96% (unchanged from 2013 H1)
  • Other insurers (excluding life insurers): 88% (up from 85% in 2012 H2)
  • GI and pure protection (including PPI): 91% (up from 43% in 2011 H2)
  • Banking complaints: 95% (up from 87% in 2012 H2)
  • Investment complaints: 90% (unchanged from 2012 H2, up from 88% in 2012 H1)

• Percentage of complaints upheld:

  • Overall: 51% (up from 46% in 2012 H2 and 57% in 2012 H1)
  • GI and pure protection (including PPI): Increased from 48% to 53%
  • Banking products: Increased from 40% to 45%
  • Home finance products: Increased from 43% to 46%
  • Investment products: Increased from 45% to 46%
  • Non-deposit taking mortgage firms: 30% (down from 35% in 2012 H2)
  • Other insurers (excluding life insurers): 57% (up from 55% in 2012 H2 and 54% in 2012 H1)

Redress Payments

• Total redress paid in H1 2013: £2.55bn
• Decrease from 2012 H2: £2.96bn → £2.55bn
• Decrease from 2012 H1: £3.18bn → £2.55bn
• Redress for GI and pure protection products (including PPI): £2.39bn, accounting for 94% of all redress payments
• Redress paid by banks and building societies: £2.39bn (81% of total redress)

Notes

1. H1 refers to the first half of the year (1 January to 30 June), and H2 refers to the second half (1 July to 31 December).
2. MBNA Limited's complaints data can be viewed on the FCA's firm-level complaints data page.
3. "Decumulation" refers to the process of converting pension assets into income during retirement.