The UK Financial Ombudsman has released
banks’ complaints data for the six month period from July to
December.
In the second half of 2011, the Ombudsman
received a total of 106,193 new complaints.
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Almost half of the complaints (46,700)
related to payment protection insurance (PPI) – a decrease of 53%
on the 98,632 PPI cases received in the first half of
2011.
The ombudsman service is expecting to
receive a record 165,000 PPI complaints in 2012/2013.
Barclays was the banking brand registering
the most complaints for the second half of 2011: 11,524 new
complaints (up 76% from 6,535 complaints for the same period last
year).
By contrast, new complaints fell sharply
at Barclays’ main rivals. New complaints at Lloyds TSB fell by 39%
year-on-year to 7,467 and by almost 10% to 6,082 at subsidiary Bank
of Scotland.
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By GlobalDataComplaints were down sharply at HSBC, by
34% to 4,430 and by 19% to 5,439 at Santander.
New complaints also decreased markedly at
Royal Bank of Scotland Group (RBS).
RBS’ new complaints fell by 27% to 2,737;
NatWest complaints were down by 44% to 1,827.
Natalie Ceeney, chief executive and chief
ombudsman, said the data reflect the efforts made by some banks to
resolve quickly the hundreds of thousands of PPI complaints that
had built up during the banks’ unsuccessful PPI legal
challenge.
“We now hope to see all businesses who
were involved in PPI mis-selling resolving their customers
complaints fairly, properly and quickly.”
