2017年-FCA英国金融行为监管局_commentaryonfsacomplaintsdata201220h1_2页_86kb

2012 H1 Aggregate Complaints Data Summary

Core Content

The document presents the aggregate complaints data for the first half of 2012, published by the Financial Services Authority (FSA). The data covers all complaints reported by firms between 1 January and 30 June 2012, categorized into three main types: products, type of firm, and cause of the complaints.

Key Statistics

• Total complaints: Increased by 59% to 3,577,599 in the first half of 2012.
• General insurance and pure protection complaints: Rose by 99% to 2,541,430, making up the largest portion of the total complaints.
  • Payment Protection Insurance (PPI) complaints: Increased by 129% to 2,232,294, accounting for 62% of total complaints.
• Banking complaints: Increased by 5% to 828,040, still below 2008 levels.
  • Current account complaints: Decreased by 13%.
  • Savings and other banking products: Increased by 2%.
  • Credit cards and unregulated loans: Continued to rise.
• Decumulation, life and pensions complaints: Increased by 5%, though only a small rise (0.1%) since the first half of 2011.
  • Endowments: Decreased by 2%.
  • Investment bonds: Decreased by 7%.

Main Points

• Complaint resolution: The percentage of complaints closed within 8 weeks increased significantly, from 43% in 2011 H2 to 84% in 2012 H1. This was attributed to a temporary extension of the complaints handling time limit rules for some firms, allowing them to manage their backlog of PPI complaints.
• Closed complaints: The total number of closed complaints increased by 30% to 3,130,615, largely due to the rise in closed general insurance and pure protection complaints to 2,153,911.
• Upheld complaints: The percentage of upheld complaints decreased from 60% in 2011 H2 to 58% in 2012 H1. This was primarily due to the decline in upheld general insurance and pure protection complaints from 69% to 63%.
• Redress paid: The total amount of redress or compensation paid increased from £2,250 million in 2011 H2 to £3,155 million in 2012 H1, with general insurance and pure protection products accounting for £2,990 million of this total.

Additional Information

The data is available in both Excel and PDF formats, with different tabs providing detailed breakdowns. Users can search for specific information such as:

• The number of complaints opened and closed by firms.
• The number of complaints closed within 8 weeks and those upheld.
• The total amount of redress or compensation paid.

For further details on the aggregate complaints data, the document directs readers to the 'About the current aggregate complaints data' page.

Conclusion

The first half of 2012 saw a significant increase in complaints, particularly in the general insurance and pure protection category, driven largely by PPI-related issues. While the resolution rate improved, the overall number of complaints remained high, indicating ongoing challenges in the financial services sector. The data highlights the need for continued monitoring and improvements in customer service and complaint handling processes.