Context
The FOS has published its annual complaints data for the 2020/21 year. It includes commentary and insights.
Key points to note
- The overall number of new complaints received increased by 2% to 278,033, compared to the 271,468 complaints received in the 2019/20 financial year.
- There has been a 58% increase in non-PPI complaints received.
- 162,420 non-PPI complaints were resolved by the Ombudsman Service in 2020/21.
- 40% of non-PPI complaints resolved in 2020/21 were upheld in favour of the consumer.
- Unaffordable lending was the most complained about issue, with 57,571 new complaints.
- There was a 36% increase in complaints about insurance, with 44,487 complaints being received in 2020/21.
- 94% of resolved complaints about special event insurance, which covers wedding insurance, were upheld.
Next actions
None- for information only