The FCA has published its latest half-yearly complaints data, relating to the second half of 2024. The FCA provides firm-specific data for around 290 individual firms reporting 500 or more complaints within a 6-month period, or firms reporting 1,000 or more complaints in a year. The aggregate (total) market-level complaints data includes one or more complaints reported by over 3,000 regulated firms.
- In 2024 H2, financial services firms received 1.78m complaints, a 4.3% decrease from 2024 H1 (1.86m) (Figure 1). Since 2021 H1, complaints have stayed relatively constant between 1.7m and 2.0m.
- Insurance & pure protection decreased 6.0% from 764,272 (2024 H1) to 718,496 (2024 H2), with ‘other general insurance’ being the fourth most complained about product in the period.
- Motor and transport complaints decreased from 276,795 in 2024 H1 to 254,788 in 2024 H2 (8.0%).
- In addition to these latest key findings, the FCA also publishes interactive dashboards containing tables and data visualisations exploring trends involving the total number of opened, closed, and upheld complaints, in relation to the size of the market or firm; the amount of redress paid; the type of firm the complaint was about; the type of product the complaint was about; and the reason for the complaint.