FCA: Firm complaints data 2024 H1 (1 January to 30 June 2024)

Financial firms provide data to the FCA every 6 months about the complaints they have received, what these were about and how they dealt with them. The FCA collects and publishes data at both an aggregate (market level) and firm specific, although only publishes firm specific data for firms reporting 500 or more complaints in a 6 month reporting period, or 1,000 or more complaints in an annual reporting period.

The FCA uses the complaints data to help assess how firms interact with and treat their customers as well as monitoring their performance over time. It also uses this data to guide its work in supervising firms and markets, highlighting any potential concerns with specific financial products offered.

##Key findings include:

* In 2024 H1, financial services firms received 1.86m complaints, a 4% decrease from 2023 H2 (1.94m) (Figure 1). Since complaints about Payment Protection Insurance peaked in 2020, complaints have stayed relatively constant between 1.8m and 2m.

* The product groups that experienced an increase in their complaint numbers were:
** Decumulation & pensions - up 7.1% from 86,885 (2023 H2) to 93,023 (2024 H1)
** Insurance & pure protection - up 1.4% from 754,010 (2023 H2) to 764,254 (2024 H1)
** Investments - up 2.1% from 61,513 (2023 H2) to 62,806 (2024 H1)

* The product groups that experienced a decrease in their complaint numbers were:
** Banking and credit cards - down 9.6% from 941,664 (2023 H2) to 850,948 (2024 H1)
** Home finance - down 1.7% from 94,881 (2023 H2) to 93,237 (2024 H1)

金融机构每半年向英国金融行为监管局（FCA）提供关于其收到的投诉、投诉内容及其处理方式的详细数据。FCA不仅汇总并发布市场层面的数据，还针对特定金融机构进行详细公布，但仅对在六个月报告期内报告投诉量达到500件或以上，或在年度报告期内报告投诉量达到1000件或以上的金融机构进行具体数据的公布。

FCA利用这些投诉数据来评估金融机构与客户之间的互动及对待客户的方式，并监控其长期表现。此外，FCA还利用这些数据来指导其对金融机构和市场的监管工作，突出特定金融产品中存在的任何潜在问题。

##关键发现包括：

* 2024年上半年，金融服务机构收到的投诉量达到186万件，较2023年下半年（194万件）下降了4%（见图1）。自2020年支付保护保险的投诉峰值以来，投诉量一直相对稳定，保持在180万至200万件之间。

* 投诉数量上升的产品类别包括：
** 减值与养老金 - 从2023年下半年的86,885件增加到2024年上半年的93,023件，增长了7.1%
** 保险与纯保护 - 从2023年下半年的754,010件增加到2024年上半年的764,254件，增长了1.4%
** 投资 - 从2023年下半年的61,513件增加到2024年上半年的62,806件，增长了2.1%

* 投诉数量下降的产品类别包括：
** 银行与信用卡 - 从2023年下半年的941,664件减少到2024年上半年的850,948件，下降了9.6%
** 房地产金融 - 从2023年下半年的94,881件减少到2024年上半年的93,237件，下降了1.7%。”