Context
The FCA has published its complaints data for the second half of its 2025/26 financial year (so for October 2025 to March 2026 – ‘2025 H2’). The published data includes tables and details in relation to complaints which were opened, closed and upheld, and the amount of redress paid. The publications also include firm-specific complaints data, aggregate complaints data (including a sortable spreadsheet format) and firm-level complaints data (also including a sortable spreadsheet format).
Key points to note and next actions
The latest findings include:
- In 2025 H2, financial services firms received 1.87m complaints, a 0.9% increase from 2025 H1 (1.85m). Since 2021 H1, complaints have stayed relatively constant between 1.7m and 2.0m.
- Insurance & pure protection was the product group singled out as that which experienced an increase in their complaint numbers, which increased 10.1% from 717,523 (2025 H1) to 790,329 (2025 H2).
- Other product groups all saw a drop in their complaints (banking and credit cards, decumulation & pensions, home finance, and investments).
- Banking and credit cards, and insurance and pure protection remain the two main product groups that receive significantly more complaints than other product groups – with current accounts and ‘motor and transport’ being the two most complained-about product types (perhaps unsurprising considering that these two products are most likely the two most common financial services product types).
- The uphold rate for general insurance intermediary complaints has remained stable for the past two years (57% for the previous three half years, and 56% for the most recent half year).
- The average redress per upheld complaint fell slightly from £621 in 2025 H1 to £592 in 2025 H2.