2013年-FCA英国金融行为监管局_complaints_aggregate_2011_h1_9页_114kb

AGGREGATE COMPLAINTS STATISTICS: 2006 to 2011 H1 Summary

核心内容

本总结基于2006年至2011年上半年的投诉统计数据，涵盖投诉类型、数量、处理速度、投诉 upheld 比例以及赔偿金额等多个方面。文档主要关注不同产品类别、金融机构类型和投诉原因的投诉分布情况，以及投诉解决效率和投诉 upheld 的比例。

主要观点

1. 投诉按产品组和原因分类（2011 H1）

• Banking（银行业务）:

  • 总投诉数：648,924
  • 投诉原因分布：
    • Advising, selling and arranging: 40,563 (5%)
    • Arrears related: 36,294 (4%)
    • General admin/customer service: 367,292 (45%)
    • Terms and disputed sums/charges: 310,191 (38%)
    • Other: 57,857 (7%)

• Decumulation, life and pensions（解约、人寿与养老金）:

  • 总投诉数：80,879
  • 投诉原因分布：
    • Advising, selling and arranging: 28,774 (36%)
    • Arrears related: 753 (1%)
    • General admin/customer service: 38,560 (48%)
    • Terms and disputed sums/charges: 9,261 (11%)
    • Other: 3,531 (4%)

• General insurance & pure protection（综合保险与纯保护）:

  • 总投诉数：848,357
  • 投诉原因分布：
    • Advising, selling and arranging: 560,892 (66%)
    • Arrears related: 3,701 (0%)
    • General admin/customer service: 171,285 (20%)
    • Terms and disputed sums/charges: 88,281 (10%)
    • Other: 24,198 (3%)

• Home Finance（住房金融）:

  • 总投诉数：67,309
  • 投诉原因分布：
    • Advising, selling and arranging: 7,326 (11%)
    • Arrears related: 6,003 (9%)
    • General admin/customer service: 32,297 (48%)
    • Terms and disputed sums/charges: 16,646 (25%)
    • Other: 5,037 (7%)

• Investments（投资）:

  • 总投诉数：43,542
  • 投诉原因分布：
    • Advising, selling and arranging: 11,369 (26%)
    • Arrears related: 84 (0%)
    • General admin/customer service: 24,567 (56%)
    • Terms and disputed sums/charges: 5,044 (12%)
    • Other: 2,478 (6%)

关键信息

2. 投诉数量（Volumes）

• 2006-H1 到 2011-H1 的投诉总数呈波动变化，其中 2011-H1 总投诉数为 1,852,284。

• 按产品组投诉数：

  • Banking: 812,197
  • Decumulation, life and pensions: 80,879
  • General insurance & pure protection: 848,357
  • Home Finance: 67,309
  • Investments: 43,542
  • Other: 93,101

• 按金融机构类型投诉数：

  • Bank (inc e-money issuers) and Building Society: 1,284,816
  • General Insurance Intermediary: 256,829
  • Investment Management: 10,451
  • Life Insurer: 47,853
  • Mortgage Business: 30,014
  • Other Insurer: 170,414
  • Personal Investment: 24,548
  • Professional firms: 531
  • Securities & Futures: 5,978
  • Other: 20,850

• 2010-H2 数据更新，因金融机构重新提交。

3. 投诉处理速度（Speed of resolution）

• 2011-H1 投诉处理速度为 86% 在8周内解决。
• 按金融机构类型处理速度：
  • Bank (inc e-money issuers) and Building Society: 87%
  • General Insurance Intermediary: 92%
  • Investment Management: 94%
  • Life Insurer: 95%
  • Mortgage Business: 89%
  • Other Insurer: 89%
  • Personal Investment: 90%
  • Professional firms: 96%
  • Securities & Futures: 91%
  • Other: 96%

4. 投诉 upheld 比例（Complaints Upheld）

• 2011-H1 投诉 upheld 比例为 52%。
• 按金融机构类型 upheld 比例：
  • Bank (inc e-money issuers) and Building Society: 51%
  • General Insurance Intermediary: 44%
  • Investment Management: 51%
  • Life Insurer: 47%
  • Mortgage Business: 45%
  • Other Insurer: 50%
  • Personal Investment: 38%
  • Professional firms: 36%
  • Securities & Futures: 26%
  • Other: 54%

5. 赔偿金额（Redress）

• 2011-H1 赔偿金额按金融机构类型分布：
  • Bank (inc e-money issuers) and Building Society: 872,839
  • General Insurance Intermediary: 227,131
  • Investment Management: 10,248
  • Life Insurer: 46,319
  • Mortgage Business: 28,699
  • Other Insurer: 169,237
  • Personal Investment: 22,713
  • Professional firms: 540
  • Securities & Futures: 5,946
  • Other: 20,769

产品名称投诉统计（Complaints by product name）

• Payment protection insurance（支付保护保险）: 531,667
• Current accounts（活期账户）: 395,756
• Other general insurance（其他综合保险）: 296,037
• Credit cards（信用卡）: 227,511
• Savings (inc Cash ISA) and other banking（储蓄及其它银行业务）: 145,983
• Other regulated home finance products（其他受监管住房金融产品）: 52,668
• Unregulated loans（非受监管贷款）: 42,947
• Endowments（年金）: 36,104
• Personal pensions and FSAVCs（个人养老金及FSAVCs）: 23,016
• Other decumulation, life and pensions（其他解约、人寿与养老金）: 19,918
• Other pure protection（其他纯保护产品）: 16,428
• Investment bonds（投资债券）: 12,243
• PEPs / ISAs (exc Cash ISAs)（PEPs/ISAs（不含现金ISA））: 12,058
• Other unregulated home finance products（其他非受监管住房金融产品）: 11,273
• Other investment products/funds（其他投资产品/基金）: 7,513
• Unit trusts/OEICs（单位信托/OEICs）: 5,141
• Investment management/service (inc. platforms)（投资管理/服务（含平台））: 84,263
• Impaired credit mortgages（不良信用抵押贷款）: 38,076
• Income protection（收入保障）: 2,655
• Critical illness（重大疾病）: 1,570
• Structured products（结构化产品）: 464,084
• Income drawdown products（收入提取产品）: 1,037
• Investment linked annuities（投资连结年金）: 804
• Investment trusts（投资信托）: 583
• Other（其他）: 38,025

注意事项

• 2009-H1 与 2009-H2 的产品分类因监管要求变更而调整，部分数据无法追溯。
• 2010-H2 数据更新，因金融机构重新提交。
• 产品名称的投诉数据仅提供至 2009-H2。