Aggregate complaints data: 2024 H1

By analysing this data, we evaluate the firms' treatment of their customers and track changes in their performance over time. We also use this information to guide our supervision of firms and markets, and to identify any potential concerns related to specific financial products.

• Key findings
• Aggregate complaints data sortable tables: 2024 H1
• Opened complaints[1]
• Closed complaints[2]
• Complaints upheld[3]
• Redress paid[4]
• About the complaints data[5]

Download the aggregate complaints data (XLSX)[6]

Key Findings

• In 2024 H1, financial services firms received 1.86m complaints, a 4% decrease from 2023 H2 (1.94m) (Figure 1). Since complaints about Payment Protection Insurance peaked in 2020, complaints have stayed relatively constant between 1.8m and 2m.
   
• The product groups that experienced an increase in their complaint numbers were:
  • Decumulation & pensions - up 7.1% from 86,885 (2023 H2) to 93,023 (2024 H1)
  • Insurance & pure protection - up 1.4% from 754,010 (2023 H2) to 764,254 (2024 H1)
  • Investments - up 2.1% from 61,513 (2023 H2) to 62,806 (2024 H1)
     
• The product groups that experienced a decrease in their complaint numbers were:
  • Banking and credit cards - down 9.6% from 941,664 (2023 H2) to 850,948 (2024 H1)
  • Home finance - down 1.7% from 94,881 (2023 H2) to 93,237 (2024 H1) 
     
• There were decreases in the 3 most often complained about products:
  • Current accounts from 515,639 in 2023 H2 to 492,557 in 2024 H1 (4.5%)
  • Motor and transport from 281,148 in 2023 H2 to 276,469 in 2024 H1 (1.7%)
  • Credit cards from 232,757 in 2023 H2 to 222,529 in 2024 H1 (4.4%)
     
• Most other products saw small increases or decreases by similar percentage amounts. The most significant changes were in:
  • Investment trusts from 1,344 in 2023 H2 to 508 in 2024 H1 (62.2% decrease)
  • Payment protection insurance from 2,009 in 2023 H2 to 879 in 2024 H1 (56.2% decrease)
• The percentage of complaints that were upheld by firms remained at 57% between 2023 H2 and 2024 H1.
   
• In 2024 H1 the total amount of redress was £243m. This is a 6.9% decrease on the 2023 H2 figure of £261m.

While preparing the 2024 H2 publication, we identified a discrepancy in our calculations that led to an overstatement of the total number of accounts in the ‘Banking and Credit Cards’ and ‘Investments’ product groups. This figure is used to calculate the relevant contextualisation metric in Figure 2. The updates are included in the 2024 H2 and future publications. This publication has not been updated.

In 2022, we revised the product group context figure calculation methodology to reduce errors in firm reporting. Be careful when comparing data with previous years.

Additionally, figures for previous years may have changed when compared to previously published figures, due to firm re-submissions.
 

Table 1 – Complaints closed in the period

Source: FCA complaints data

Table 2 – Complaints upheld, and redress paid

Source: FCA complaints data

Aggregate complaints data sortable tables: 2024 H1

Context data

Please see about our complaints data section for information about context data.

Copyright

The data on this page is available under the terms of the Open Government Licence[7].