2016年-FCA英国金融行为监管局_aggregate_complaints_data_charts_2016_h1_3页_318kb

Aggregate Complaints Data Summary (No. 8 / October 2016)

Core Content Overview

This document provides an analysis of aggregate complaints data for the first half of 2016 (H1 2016), focusing on the number of complaints opened, their distribution by product type, cause, and firm type, as well as the redress paid by product type. The data is presented through charts and tables to illustrate trends and proportions.

Key Figures and Trends

Total Number of Complaints Opened

• Total complaints opened in 2016 H1: Not explicitly stated in the text, but the data includes the total number of complaints opened and the total number excluding Payment Protection Insurance (PPI).
• Figure 1 compares the total number of complaints opened with those excluding PPI, indicating that PPI complaints are a significant portion of the overall complaints.

Top Five Most Complained About Products or Services in 2016 H1

• Payment Protection Insurance (PPI): 927,631 complaints, with a -0.5% change since 2015 H2.
• Current accounts: 407,954 complaints, with a -10.2% change.
• Other general insurance: 300,903 complaints, with a 1.4% increase.
• Credit cards: 129,770 complaints, with a -1.2% change.
• Savings (including Cash ISA) and other banking: 73,322 complaints, with a 7.4% increase.

These figures highlight that PPI and current accounts are the most commonly complained about products, with PPI showing a slight decrease and current accounts a more substantial decline.

Complaints by Firm Type and Cause

Figure 3: Percentage of Total Complaints by Firm Type

• The chart shows the distribution of complaints by firm type, though specific percentages are not provided in the text. This data helps identify which types of firms are most frequently involved in complaints.

Figure 4: Percentage of Total Complaints by Cause

• The chart breaks down the reasons for complaints, but without specific data, it is difficult to determine the most common causes. This information is essential for understanding the nature of consumer dissatisfaction.

Complaints Closed Within Eight Weeks

• Figure 5: This chart presents the percentage of complaints closed within eight weeks by product type. However, the specific percentages are not included in the text. It is used to assess the efficiency of complaint resolution across different product categories.

Redress Paid by Product Type

Table: Redress Paid by Type of Product (2013–2016 H1)

Observations

• General insurance & pure protection accounts for the largest share of redress payments across all periods, with a total of £2,392,318,923 in 2013-H1 and £1,710,702,541 in 2016-H1.
• Banking and credit cards also show a significant increase in redress payments, rising from £52,880,761 in 2013-H1 to £268,585,686 in 2015-H2, before slightly decreasing to £150,966,420 in 2016-H1.
• Investments show a fluctuating trend, with redress payments peaking in 2014-H1 at £111,235,429 and then decreasing in subsequent years.
• Home finance and Decumulation, life and pensions have relatively stable or decreasing redress payments over the period.

Reporting Periods

• H1 refers to the first half of the year (1 January to 30 June).
• H2 refers to the second half of the year (1 July to 31 December).

These terms are used to classify the data into annual reporting periods, making it easier to compare trends across different halves of the year.