FCA: Firm complaints data 2021 H2 (1 July 2021 and 31 December 2021)

Financial firms provide data to the FCA every six 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 six 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 2021 H2, financial services firms received 1.84m complaints, 10% lower than in 2021 H1 (2.04m). This is the lowest level recorded since 2016 H2. * The insurance and pure protection product group saw the largest decrease in complaints received by firms: from 890,000 complaints in 2021 H1 to 770,000 complaints in 2021 H2 (11%). There was also a noticeable decrease in home finance complaints (14%), investments (29%) and decumulation and pensions (16%). No product group saw an increase from 2021 H2. * Unlike in previous returns, the decrease in insurance and pure protection complaints was not driven by the drop in complaints about Payment Protection Insurance (PPI). Instead, it was consistent across all products. The exception was in warranties which has increased 18% from 44,329 to 52,091 (after also increasing 19% in 2021 H1).金融机构每半年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相关数据。英国金融行为监管局会收集并发布两类数据：整体市场层面数据与单机构层面数据，但仅对半年报告期内投诉量达500笔及以上、或年度报告期内投诉量达1000笔及以上的机构公开其单机构投诉数据。 该局借助此类投诉数据，评估金融机构与客户的交互方式及客户服务质量，同时持续监测机构运营表现。此外，该数据还可用于指导机构与市场监管工作，及时揭示特定金融产品存在的潜在风险隐患。 核心调研结果如下： * 2021年下半年（2021 H2），金融服务机构共收到184万笔投诉，较2021年上半年（2021 H1）的204万笔下降10%，为2016年下半年（2016 H2）以来的最低投诉规模。 * 保险与纯保障型产品类别收到的投诉量降幅最大：从2021年上半年的89万笔降至2021年下半年的77万笔，降幅达11%。此外，住房金融类投诉（降14%）、投资类投诉（降29%）以及养老金支取与养老保障类投诉（降16%）均出现显著下滑。2021年下半年无任何产品类别投诉量出现增长。 * 与往期报送报告不同，本次保险与纯保障型产品投诉量的下降并非由付款保护保险（Payment Protection Insurance, PPI）相关投诉减少所致，而是全品类产品投诉量普遍下滑的结果。唯一例外的是质保服务类投诉，其投诉量从44329笔增长至52091笔，增幅达18%（2021年上半年该类别投诉量已同比增长19%）。