Context
The FCA has published the complaints data for the first half of 2025 (H1 2025 – January to June). The publications include information in relation to firm specific data, firm-level data (including a data table spreadsheet), and aggregate complaints data (again including a data table spreadsheet).
The firm-specific complaints data is displayed at individual firm-level and is categorised into 5 product groups based on the type of business conducted by a firm. The data can be found in 8 interactive, sortable tables and downloadable Excel tables. The firm-specific complaints data set is composed of submissions from approximately 290 individual firms reporting either 500 or more complaints within a 6-month period, or 1,000 or more complaints annually.
Aggregate (total) market-level complaints data includes 1 or more complaints reported by over 3,000 regulated firms. The data set includes details on the total number of opened complaints, closed complaints, complaints upheld, and the total redress paid by firms for a 6-month period.
Key points to note and next actions
- In 2025 H1, financial services firms received 1.85m complaints, a 3.6% increase from 2024 H2 (1.78m). Since 2021 H1, complaints have stayed relatively constant between 1.7m and 2.0m.
- The product groups that experienced an increase in their complaint numbers were:
- Banking and credit cards increased 7.2% from 839,526 (2024 H2) to 899,861 (2025 H1)
- Decumulation & pensions increased 5.5% from 89,172 (2024 H2) to 94,035 (2025 H1)
- Investments increased 10.1% from 52,971 (2024 H2) to 58,303 (2025 H1)
- The product groups that experienced a decrease in their complaint numbers were:
- Home finance decreased 6.3% from 83,936 (2024 H2) to 78,641 (2025 H1)
- Insurance & pure protection decreased 0.2% from 718,497 (2024 H2) to 717,406 (2025 H1)