Complaint levels fall

FCA’s data for complaints against regulated firms for H2 2018 show that complaints decreased by 5%, with PPI complaints falling by 8% – although PPI still accounted for 40% of all complaints. In part this could have been because firms no longer have to record complaints when it is established that the complainant did not buy PPI from the firm.

Other promising data showed an increase in the proportion of complaints closed within 3 days (37%) and 8 weeks (now 95% with 97% for PPI).


Emma Radmore