2017年-FCA英国金融行为监管局_commentary_complaints_2010_h2_3页_145kb

2010 H2 Aggregate Complaints Data Summary

Core Content Overview

The FSA Aggregate Complaints Data 2010 H2 provides an update on the number and handling of complaints received by financial firms in the second half of 2010. This data is part of the FSA's ongoing requirement for firms to report complaints every six months. The report includes three main areas of analysis: volume of complaints, complaints-handling performance, and redress paid.

Key Areas Covered

1. Volume of Complaints

• The total number of complaints increased by 3% to 1,795,182 in 2010 H2.
• General insurance and pure protection complaints rose by 37% to 710,678, with 454,193 specifically related to advising, selling, and arranging.
• Payment protection insurance (PPI) complaints saw a significant increase of 63% to 434,596, contributing heavily to the overall rise in complaints.
• Terms and disputed sums or charges complaints were the lowest since 2009 H1, at 467,326, primarily due to the bank charges waiver being lifted in November 2009, which had previously caused a spike in complaints.

2. Complaints Handling

• The total number of closed complaints decreased by 40% to 1,711,607.
• The percentage of complaints upheld by firms increased from 26% in 2010 H1 to 49% in 2010 H2.
• Banking complaints upheld rose from 19% to 49%, again attributed to the bank charges waiver being lifted.

3. Redress Paid

• The amount of redress paid increased by 11% to £454 million.
• The largest redress by product was in general insurance and pure protection, which rose by 15% to £319 million.
• Redress figures only include cases where a cash value can be identified and exclude other forms of redress, such as policy extensions or redress resulting from enforcement actions.

Main Points and Trends

• PPI complaints dominated the increase in complaints, particularly in the advising, selling, and arranging category.
• The bank charges waiver had a significant impact on the data, leading to a peak in complaints in 2009 H2 and 2010 H1, followed by a drop in the proportion of upheld complaints due to the backlog being resolved.
• The reporting changes introduced on 1 August 2009 made the data less directly comparable with previous periods, especially for complaints reported after that date.
• The data mapping to new product categories and firm types was done where possible, but the analysis may not perfectly reflect the actual business types involved due to firms engaging in multiple categories.

Technical Notes and Limitations

• The data is based on reportable complaints, i.e., complaints that were not resolved within one business day of receipt.
• A complaint is considered resolved when the complainant accepts the firm's response, regardless of whether it is written.
• The FSA's new reporting requirements improved the usefulness of the data but introduced inconsistencies in comparison with earlier periods.
• Official Statistics status is granted to the FSA's data, ensuring it meets certain quality and transparency standards.
• Some data may be affected by firm type misclassification, as firms may engage in multiple types of business not captured by their primary category.

Additional Information

• For a detailed breakdown of the data, refer to the links provided in the original document.
• For more information on PPI complaints, visit the FSA website.
• The scope of the bank charges waiver is detailed in an FSA press release.

Conclusion

The 2010 H2 data reflects a notable increase in complaints, particularly in the general insurance and pure protection category, driven largely by the rise in PPI-related complaints. The lifting of the bank charges waiver had a significant effect on the volume and resolution of complaints, leading to a drop in the proportion of upheld complaints. The FSA's updated reporting system provides more detailed and useful data, though it introduces some limitations in comparability. The data remains an important tool for monitoring complaints across the financial sector.