This page gives an overview of the complaints financial services firms reported to the FCA during 2025 H1 (1 January to 30 June 2025), including the latest trends and analysis by product group.
By analysing this data, we evaluate firms' treatment of their customers and track changes in their performance over time. We also use this information in our supervision of firms and markets, and to identify any potential concerns about specific financial products.
- Key findings
- Aggregate complaints data sortable tables: 2025 H1
- Opened complaints[1]
- Closed complaints[2]
- Complaints upheld[3]
- Redress paid[4]
- About the complaints data[5]
Download the aggregate complaints data (XLSX)[6]
Key Findings
- In 2025 H1, financial services firms received 1.85m complaints, a 3.6% increase from 2024 H2 (1.78m) (Figure 1). 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)
- There were changes in the 3 most-often complained about products:
- Current accounts (Banking and credit cards) increased from 491,172 in 2024 H2 to 541,493 in 2025 H1 (10.2%)
- Motor and transport (Insurance & pure protection) increased from 254,788 in 2024 H2 to 255,192 in 2025 H1 (0.2%)
- Credit cards (Banking and credit cards) decreased from 217,160 in 2024 H2 to 211,903 in 2025 H1 (2.4%)
- Most other products saw small increases or decreases by similar percentage amounts. The 2 products with the largest percentage changes were:
- Trust based pensions (Decumulation & pensions) from 6,466 in 2024 H2 to 8,977 in 2025 H1 (38.8% increase)
- Structured products (Investments) from 152 in 2024 H2 to 94 in 2025 H1 (38.1% decrease)
- The percentage of complaints that were upheld by firms remained around 57% between 2024 H2 and 2025 H1.
- In 2025 H1 the total amount of redress was £283m. This is a 20.0% increase on the 2024 H2 figure of £236m.
Figures for previous years may have changed when compared to previously published figures, due to firms re-submitting their data.
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Table 1 – Complaints closed in the period
| All complaints | ||||
|---|---|---|---|---|
| 2023 H2 | 2024 H1 | 2024 H2 | 2025 H1 | |
| Grand Total | 1,908,312 | 1,867,834 | 1,783,170 | 1,823,530 |
| Complaints closed within 3 days | 46% | 43.36% | 44.68% | 45.34% |
| Complaints closed > 3 days but within 8 weeks | 48.11% | 49.71% | 50.04% | 48.77% |
| Complaints closed > 8 weeks | 5.89% | 6.93% | 5.28% | 5.89% |
Source: FCA complaints data
Table 2 – Complaints upheld, and redress paid
| 2023 H2 | 2024 H1 | 2024 H2 | 2025 H1 | |
|---|---|---|---|---|
| Closed Value | 1,908,312 | 1,867,834 | 1,783,170 | 1,823,530 |
| of which: | ||||
| Upheld Value | 1,087,741 | 1,059,248 | 1,009,781 | 1,055,586 |
| % Upheld | 57.00% | 56.71% | 56.63% | 57.89% |
| Redress Value | £261,028,349 | £243,161,052 | £235,864,070 | £283,117,027 |
| Redress paid for upheld complaints | £221,725,053 | £213,298,705 | £208,878,693 | £251,438,580 |
| Redress paid for complaints not upheld | £39,303,296 | £29,862,347 | £26,985,377 | £31,678,477 |
| Average redress upheld | £204 | £201 | £207 | £238 |
Source: FCA complaints data
Aggregate complaints data sortable tables: 2025 H1
| Product | Product Group | 2024 H1 | 2024 H2 | 2025 H1 |
|---|---|---|---|---|
| Current accounts | Banking and credit cards | 492,558 | 491,172 | 541,493 |
| Motor & transport | Insurance & pure protection | 276,795 | 254,788 | 255,192 |
| Credit cards | Banking and credit cards | 222,529 | 217,160 | 211,903 |
| Other general insurance | Insurance & pure protection | 118,520 | 123,824 | 113,745 |
| Property | Insurance & pure protection | 100,250 | 91,890 | 93,159 |
| Savings (including ISAs) | Banking and credit cards | 83,392 | 80,592 | 89,919 |
| Medical/health | Insurance & pure protection | 95,886 | 77,075 | 76,182 |
| Other regulated home finance products | Home finance | 70,619 | 63,670 | 60,420 |
| Warranty | Insurance & pure protection | 53,576 | 51,383 | 65,083 |
| Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 50,832 | 49,383 | 52,395 |
| Travel | Insurance & pure protection | 27,551 | 29,280 | 27,776 |
| Pet | Insurance & pure protection | 28,019 | 27,748 | 23,763 |
| Whole of life/term assurance/critical illness | Insurance & pure protection | 24,674 | 23,622 | 24,950 |
| Other banking - Please provide details below | Banking and credit cards | 22,107 | 21,353 | 24,414 |
| Assistance | Insurance & pure protection | 18,125 | 20,370 | 18,236 |
| ISAs (where investment held) | Investments | 22,737 | 18,483 | 22,022 |
| Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 16,341 | 16,413 | 16,860 |
| Packaged accounts | Banking and credit cards | 15,080 | 15,959 | 15,944 |
| Other unregulated home finance products | Home finance | 16,759 | 14,738 | 12,128 |
| Overdrafts | Banking and credit cards | 15,317 | 13,290 | 16,188 |
| General insurance packaged multi products | Insurance & pure protection | 14,866 | 12,203 | 12,698 |
| Investment bonds | Investments | 10,963 | 10,056 | 9,513 |
| Drawdown and UFPLS | Decumulation & pensions | 9,037 | 8,232 | 6,751 |
| Annuities (including enhanced and impaired) | Decumulation & pensions | 9,009 | 7,499 | 7,968 |
| Other investment products/funds | Investments | 7,526 | 6,618 | 7,907 |
| Trust based pensions (e.g. Occupational and DB) | Decumulation & pensions | 7,414 | 6,466 | 8,977 |
| Platforms | Investments | 9,103 | 6,405 | 7,981 |
| Income protection and other accident, sickness and unemployment | Insurance & pure protection | 4,108 | 4,528 | 4,678 |
| Unit trusts/OEICs | Investments | 4,496 | 4,086 | 3,581 |
| Second and subsequent charge | Home finance | 3,022 | 2,639 | 3,418 |
| Endowments | Investments | 3,046 | 2,562 | 2,318 |
| Equity release | Home finance | 2,201 | 2,328 | 2,111 |
| Discretionary management services | Investments | 1,404 | 1,269 | 1,187 |
| FX/CFD/Spreadbetting | Investments | 1,153 | 1,052 | 1,184 |
| Non-discretionary management services | Investments | 903 | 854 | 938 |
| Protection packaged multi products | Insurance & pure protection | 554 | 788 | 797 |
| Impaired credit | Home finance | 633 | 561 | 564 |
| Payment protection insurance | Insurance & pure protection | 882 | 558 | 603 |
| Other pensions | Decumulation & pensions | 286 | 537 | 481 |
| Decumulation packaged multi products | Decumulation & pensions | 0 | 501 | 434 |
| Other pure protection | Insurance & pure protection | 466 | 440 | 544 |
| Investment trusts | Investments | 508 | 415 | 451 |
| ETPs | Investments | 303 | 389 | 464 |
| Crowdfunding / Peer to Peer | Investments | 292 | 306 | 319 |
| UCITS | Investments | 187 | 209 | 246 |
| Structured products | Investments | 131 | 152 | 94 |
| Investment packaged multi products | Investments | 73 | 115 | 98 |
| Third way products (e.g. investment linked, variable, fixed term) | Decumulation & pensions | 75 | 67 | 67 |
| Pensions packaged multi products | Decumulation & pensions | 22 | 41 | 41 |
| Other decumulation | Decumulation & pensions | 29 | 33 | 61 |
Complaints, contextualised by number of products.
| Product | Product Group | 2024 H1 | 2024 H2 | 2025 H1 |
|---|---|---|---|---|
| Annuities (including enhanced and impaired) | Decumulation & pensions | 1.21 | 1.03 | 1.09 |
| Assistance | Insurance & pure protection | 1.88 | 2.6 | 1.99 |
| Credit cards | Banking and credit cards | 3.84 | 3.75 | 3.55 |
| Crowdfunding / Peer to Peer | Investments | 1.79 | 0.69 | |
| Current accounts | Banking and credit cards | 3.92 | 3.83 | 4.11 |
| Discretionary management services | Investments | 0.59 | 0.49 | 0.49 |
| Drawdown and UFPLS | Decumulation & pensions | 7.27 | 6.35 | 5.6 |
| Endowments | Investments | 1.38 | 1.34 | 1.35 |
| Equity release | Home finance | 8.55 | 9.08 | 6.96 |
| ETPs | Investments | 0.76 | 0.94 | |
| FX/CFD/Spreadbetting | Investments | 0.06 | 0.16 | 0.21 |
| General insurance packaged multi products | Insurance & pure protection | 0.99 | 1.23 | 1.28 |
| Impaired credit | Home finance | 6.56 | 8.02 | 6.45 |
| Income protection and other accident, sickness and unemployment | Insurance & pure protection | 1.27 | 1.64 | 1.26 |
| Investment bonds | Investments | 4.96 | 4.16 | 3.98 |
| Investment packaged multi products | Investments | 2.16 | 2.5 | 0.21 |
| Investment trusts | Investments | 0.5 | 52.63 | 0 |
| ISAs (where investment held) | Investments | 1.79 | 1.45 | 1.48 |
| Medical/health | Insurance & pure protection | 9.91 | 7.3 | 7.02 |
| Motor & transport | Insurance & pure protection | 3.76 | 3.61 | 3.71 |
| Non-discretionary management services | Investments | 0.1 | 0.14 | 0.15 |
| Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 3.72 | 3.45 | 3.6 |
| Other banking - Please provide details below | Banking and credit cards | 3.68 | 3.46 | 4.78 |
| Other general insurance | Insurance & pure protection | 1.68 | 1.57 | 1.44 |
| Other investment products/funds | Investments | 0.16 | 0.16 | 0.17 |
| Other pensions | Decumulation & pensions | 0.46 | 0.85 | 0.77 |
| Other pure protection | Insurance & pure protection | 0.08 | 0.38 | 0.07 |
| Other regulated home finance products | Home finance | 7.14 | 6.41 | 6.04 |
| Other unregulated home finance products | Home finance | 7.03 | 6.29 | 4.76 |
| Overdrafts | Banking and credit cards | 0.31 | 0.27 | 0.33 |
| Packaged accounts | Banking and credit cards | 2 | 2.08 | 2.02 |
| Payment protection insurance | Insurance & pure protection | 0.08 | 0.05 | 0.05 |
| Pet | Insurance & pure protection | 5.1 | 5.29 | 4.53 |
| Platforms | Investments | 0.25 | 0.16 | 0.21 |
| Property | Insurance & pure protection | 2.27 | 2.22 | 1.94 |
| Protection packaged multi products | Insurance & pure protection | 1.11 | 1.68 | 1.63 |
| Savings (including ISAs) | Banking and credit cards | 0.6 | 0.57 | 0.61 |
| Second and subsequent charge | Home finance | 27.03 | 26.48 | 39 |
| Structured products | Investments | 4.31 | 4.7 | 5.27 |
| Third way products (e.g. investment linked, variable, fixed term) | Decumulation & pensions | 1.62 | 1.85 | 0.12 |
| Travel | Insurance & pure protection | 0.79 | 1.04 | 0.86 |
| Trust based pensions (e.g. Occupational and DB) | Decumulation & pensions | 0.66 | 0.64 | 0.91 |
| UCITS | Investments | 8.81 | 0.98 | 1.14 |
| Unit trusts/OEICs | Investments | 1.55 | 1.73 | 1.57 |
| Warranty | Insurance & pure protection | 2.77 | 2.46 | 3.03 |
| Whole of life/term assurance/critical illness | Insurance & pure protection | 0.8 | 0.85 | 0.8 |
| Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 0.91 | 0.93 | 1.11 |
Find out more about the complaints data.
Disclaimer
The figures reported within this data are accurate at the time of publication and based on firm submissions. Any outcomes of this data using your calculations will remain your responsibility.
Copyright
The data on this page is available under the terms of the Open Government Licence[7].