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FOS publishes complaints data and insight 2024/25

Link(s):Financial Ombudsman Service receives over 305,000 complaints in 2024/25 – Financial Ombudsman service
Quarterly complaints data: Q4 2024/25 – Financial Ombudsman service Annual complaints data and insight 2024/25 – Financial Ombudsman service

Context

FOS has announced (including in its latest Ombudsman News e-mail) the publication of its 2024/25 complaints data, along with its Q4 2024/25 data and its annual complaints data and insights commentary.

Key points to note and next actions

  • The most complained about product types in the 2024/25 financial year were mirrored by the data for Q4 2024/25 – with hire purchase (motor), credit cards, current accounts, car or motorcycle insurance and conditional sale (motor) being the top five.
  • Just under 305.000 new complaints were received by FOS in 2024/25, a 54% increase on 2023/24 when just under 199,000 complaints were received.
  • The average uphold rate in the year was 34%, a drop from 37% in the previous year.  The uphold rate for complaints from professional representatives was 27%.
  • In relation to insurance, there were 45, 600 new complaints in the year, with an overall uphold rate of 38%.  The most complained-about product was car or motorcycle insurance (14, 082 complaints).
  • Full data sets can be downloaded in the form of spreadsheets.