Banks top complaints chartFOS data shows increase in number of complaints

14 September 2010

The Financial Ombudsman Service (FOS), published its latest set of complaints data today showing how many complaints it received relating to individual companies, including banks, insurance companies and investment firms.

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It's free to complain to the Financial Ombudsman Service if you've reached deadlock with your bank

The FOS received a total of 84,212 new complaints for the period 1 January to 30 June 2010 - a slight increase on the previous six months when there were 82,136 new complaints.  

The data also shows that the ombudsman service upheld an average of 44% of complaints in favour of consumers, compared to 53% in the second half of 2009.  

Five bank groups have largest number of complaints

The Bank of Scotland, Barclays, HSBC, Lloyds TSB, and Santander all received over 3,000 complaints.  Lloyds TSB received the most with 12,750 complaints, Barclays came second with 7,991 complaints and Bank of Scotland third with 6,211. Barclays stood out with the highest percentage of complaints, 61%, upheld in favour of the consumer, compared to 23% of Bank of Scotland's complaints and 45% of Lloyds TSB complaints.

160 companies make up 89% of complaints received

The FOS covers over 100,000 financial businesses but 89% of the new cases received related to just 160 of these businesses. Across the 160 businesses the uphold rate varied substantially between 14% and 100% upheld in favour of consumers.  

Companies which had a high percentage of complaints upheld include big names such as  Black Horse (90%), CitiFinancial Europe (84%), Egg (72%), Equiniti (67%), Firstplus (73%), HFC Bank (64%), ING Direct (70%), Ocean Finance and Mortgages (99%) and Tesco Personal Finance (65%).  

'Still more for businesses to do'

Natalie Ceeney, chief executive and chief ombudsman, said: 'The latest set of complaints data shows that some businesses are really committed to ensuring that complaints are handled well, and are used to inform and improve the service they offer their customers.  However, the complaints data also shows there is still more that some businesses need to do to ensure that complaints are properly investigated and fairly resolved'. 

Which? customer satisfaction data can help

Which?'s Recommended Provider tables help you choose a provider that offers good customer service.  Our tables cover car insurance, credit cards, current accounts, house insurance, and savings.  You can also view the FOS complaints data on its website.

If you're considering taking a complaint to the ombudsman, find out what to do next in our guide


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