FCA: Firm complaints data 2022 H2 (1 July to 31 December 2022)

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 2022 H2, financial services firms received 1.79m complaints, a decrease of 6% from 2022 H1 (1.91m) (figure 1).

* The product groups that experienced a decrease in their complaint numbers were banking and credit cards (5%), insurance and pure protection (10%), and investments (10%).

* The home finance product group saw the biggest increase (14%) in complaints received by firms, from 88,514 in 2022 H1 to 101,331 in 2022 H2.

* Decumulation and pensions also saw a 4% increase in complaints from 70,200 in 2022 H1 to 73,069 in 2022 H2.

* Since 2016 H2, current accounts have remained the most complained about products. However, the number of complaints decreased, from 528,850 in 2022 H1 to 500,371 in 2022 H2 (5%).

金融机构每半年向英国金融市场行为监管局（FCA）提供关于其收到的投诉、投诉内容以及处理方式的数据。FCA 对数据进行收集和发布，既包括汇总（市场层面）的数据，也包括针对特定公司的详细数据，尽管对于在六个月报告期内报告500个或以上投诉，或在年度报告期内报告1000个或以上投诉的公司，仅发布特定公司的数据。FCA 利用这些投诉数据来评估公司与其客户之间的互动以及对待客户的方式，并监测其长期表现。此外，FCA 还利用这些数据指导其对公司和市场的监管工作，突出任何特定金融产品中存在的潜在问题。

##主要发现包括：

* 2022年下半年，金融服务公司收到的投诉量为179万件，较2022年上半年（191万件）下降了6%（见图1）。

* 经历投诉数量下降的产品类别包括银行和信用卡（下降5%）、保险和纯保障（下降10%）以及投资（下降10%）。

* 住房金融产品类别收到的投诉量增幅最大（14%），从2022年上半年的88,514件增加到2022年下半年的101,331件。

* 累计资金和养老金的投诉量也增加了4%，从2022年上半年的70,200件增加到2022年下半年的73,069件。

* 自2016年下半年以来，活期存款账户一直是投诉最多的产品。然而，投诉数量有所下降，从2022年上半年的528,850件减少到2022年下半年的500,371件（下降5%）。