Financial Ombudsman releases complaints data

The Financial Ombudsman Service has released the latest six-monthly complaints data relating to individual financial businesses.

The data details complaints handled by the ombudsman service between 1 January and 30 June 2013.

Two types of data are included; the number of complaints received about individual financial businesses and the percentage of complaints the ombudsman upheld in the consumer’s favour against those businesses.

The number of complaints increased by 15% from the previous six months with 327,035 new complaints received.

Over 95% of these cases came from 195 financial businesses — out of more than 100,000 businesses the ombudsman covers.

Natalie Ceeney, chief executive and chief ombudsman, said: “During the first six months of this year we sorted out a record number of complaints for people — making real progress in tackling the customer-service fallout from the mis-selling of PPI, widely accepted as the largest financial mis-selling scandal.”

Complaints were received in the category "Mortgages and Home Finance" against more than 50 organisations.

Those with the most complaints in the category were the Bank of Scotland PLC with 927 complaints, Santander UK PLC with 774 and Northern Rock (Asset Management) plc with 676.

The average percentage of complaints resolved in favour of the consumer in the mortgage and home finance category was 26%.

30% of complaints against Bank of Scotland PLC, 26% against Santander UK PLC and 31% against Northern Rock (Asset Management) plc were resolved in favour of the consumer.

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