| Link(s): | Financial Ombudsman Service received over 140,000 complaints in the second half of 2024 – Financial Ombudsman service Half-yearly complaints data: H2 2024 – Financial Ombudsman service |
Context
FOS has announced the publication of its latest half-yearly complaints data, covering July to December 2024. FOS received over 140,000 complaints in the second half of 2024, compared to just over 95,000 complaints in the same period in 2023 (a 49% increase).
Key points to note and next actions
- Increasing levels of complaints between July and December 2024 were driven by banking, credit disputes and a rise in motor finance commission cases.
- Nearly half of all complaints in this period (around 46%) were brought by professional representatives
- In the last six months of 2024, FOS upheld 33% of complaints in the consumers’ favour, compared to 36% in the second half of 2023. However, only around 25% of complaints brought by professional representatives were found in favour of the consumer, compared to around 37% brought directly by consumers for free.
- FOS received 22,075 new general insurance/pure protection complaints in Jul to Dec 2024, compared to 22,845 in July to December 2023 (a 3.4% decrease).
- Admiral, Aviva and UK Insurance generated the highest numbers of insurance-related complaints in the period.