Considering the expansion in the UK population over the last 5 years the data shows a drop in real terms, if you crossmatch complaints per capita. Just saying. Here’s the word from Broadstone;
The FCA’s latest complaints data for H2 2025 published today find that financial services firms received 1.87m complaints, a 0.9% increase from 2025 H1 (1.85m) albeit since 2021 H1, complaints have stayed relatively constant between 1.7m and 2.0m.
The main product groups to experience a notable increase in their complaint numbers were insurance & pure protection which increased 10.1% from 717,523 (2025 H1) to 790,329 (2025 H2).
Among other product groups to see a decrease in their complaint numbers were:
- Banking and credit cards decreased 4.7% from 899,910 (2025 H1) to 857,757 (2025 H2).
- Decumulation & pensions decreased 6.6% from 94,035 (2025 H1) to 87,842 (2025 H2).
- Home finance decreased 3.8% from 78,616 (2025 H1) to 75,658 (2025 H2).
- Investments decreased 6.9% from 58,305 (2025 H1) to 54,263 (2025 H2).
The percentage of complaints that were upheld by firms decreased from 57.88% in 2025 H1 to 55.50% in 2025 H2. The total redress value fell in H2 2025 from a little over £283 million to around £236 million with the average redress upheld dropping to £215 from £238.
Phil Smith, Head of Redress at leading independent financial services consultancy Broadstone, commented:
“Complaints across the financial services sector increased slightly in the second half of 2025 but remain well within their historic range. Any rise in consumer dissatisfaction is cause for concern, especially given the intense regulatory focus and scrutiny on treating customers fairly. The sharp rise in insurance and pure protection complaints is particularly notable and may reflect a combination of increased product uptake, issues with certain products, heightened consumer expectations and a greater willingness among customers to challenge outcomes.
“The sharp fall in the value of redress to financial services firms could indicate a reduction in the severity of issues being escalated, or that firms are resolving higher-value complaints earlier in the process before they crystallise into formal redress.
“Firms will be focusing on identifying root causes of complaints, improving front-end customer experience and using complaints data more effectively as a strategic tool to deliver better outcomes and reduce future risk, supported by earlier intervention and clearer customer communications.”
FCA H2 2025, Complaints Data: https://www.fca.org.uk/data/complaints-data
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