The FSA has for the first time published aggregate figures showing how many complaints regulated firms have received and how they have dealt with them.
The data published by the FSA covers 2006-2008 and indicates that the overall number of complaints has increased by 5.7% over this period. The speed of firms’ complaints handling and the proportion of complaints upheld by firms remained fairly stable over the period - at the end of 2008, 10% of complaints took longer than eight weeks to resolve and 40% of complaints were decided in customers’ favour.
The FSA plans to publish aggregate data covering the first half of 2009 in October, and will then publish updates every six months after that.
View FSA publishes industry-level complaints data to increase transparency, 3 September 2009