FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)

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 2023 H2, financial services firms received 1.87m complaints, a decrease of 1% from 2023 H1 (1.89m). Since the Payment Protection Insurance (PPI) peak in 2020, complaints have stayed relatively constant between 1.8m and 2m. * The product groups that experienced an increase in their complaint numbers were: banking and credit cards (up 3.2%), home finance (up 3.7%), and investments (up 3.4%). * The percentage of complaints upheld decreased from 61% in 2023 H1 to 58% in 2023 H2.金融机构每六个月向英国金融行为监管局（Financial Conduct Authority, FCA）提交其收到的投诉相关数据，包括投诉事由及具体处理方式。FCA同时从市场汇总层面与机构个体层面收集并发布此类数据，但仅对在六个月报告周期内收到500起及以上投诉，或年度报告周期内收到1000起及以上投诉的机构，公开其个体层面的投诉数据。 FCA利用该投诉数据，评估金融机构与客户的互动模式及服务质量，并长期监控机构运营表现；同时借助该数据指导对金融机构与市场的监管工作，针对特定在售金融产品识别潜在风险隐患。 核心研究发现如下： * 2023年下半年，金融服务机构共收到187万起投诉，较2023年上半年的189万起下降1%。自2020年付款保护保险（Payment Protection Insurance, PPI）投诉峰值以来，投诉量始终维持在180万至200万的相对稳定区间。 * 投诉量实现增长的产品类别包括：银行与信用卡服务（增长3.2%）、住房金融服务（增长3.7%）以及投资业务（增长3.4%）。 * 投诉成立率从2023年上半年的61%下降至2023年下半年的58%。