FCA: Firm complaints data 2023 H1 (1 January to 30 June 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 H1, financial services firms received 1.88m opened complaints, an increase of 5% from 2022 H2 (1.80m). * The product groups that experienced an increase in their opened complaint numbers from 2022 H2 to 2023 H1 were the following: decumulation & pensions (20%), investments (18%), insurance & pure protection (6%), & banking and credit cards (3%). * The home finance product group saw a 10% reduction in opened complaints from 101,333 (2022 H2) to 91,469 (2023 H1). * Since 2016 H2, current accounts have remained the most complained about product. The number of current accounts opened complaints increased, from 500,371 in 2022 H2 to 509,923 in 2023 H1 (2%).金融机构每六个月向英国金融行为监管局（Financial Conduct Authority，FCA）提交其收到的投诉详情、投诉事由及处理情况。FCA会以整体市场维度及机构个体维度收集并发布相关数据，但仅针对在六个月报告周期内收到500宗及以上投诉，或在年度报告周期内收到1000宗及以上投诉的机构，公开其个体维度的投诉数据。 FCA会利用该投诉数据，评估金融机构与客户的交互方式及客户服务质量，同时长期监控机构运营表现；此外，该数据还可用于指导机构及市场监管工作，及时发现特定金融产品存在的潜在风险隐患。 核心调研结果如下： * 2023年上半年，金融服务机构共收到188万宗投诉，较2022年下半年的180万宗上升5%。 * 2022年下半年至2023年上半年，投诉量上升的产品类别包括：养老支取与养老金（20%）、投资类产品（18%）、保险及纯保障型险种（6%）以及银行与信用卡业务（3%）。 * 住房金融类产品的投诉量下降10%，从2022年下半年的101333宗降至2023年上半年的91469宗。 * 自2016年下半年以来，活期账户始终是投诉量最高的金融产品。2022年下半年至2023年上半年，活期账户相关投诉量从500371宗增至509923宗，增幅为2%。