The barchart illustrates the volume of complaints received in 2019 in millions.

Figure 1 shows the

volume

of

complaints

received in 2019 H1 compared to previous periods. Excluding

complaints

made about

PPI

, the

volume

of

complaints

received decreased by 6% between 2018 H2 and 2019 H1.

This

is the lowest

volume

of

complaints

received and the largest decrease in the

volume

of non-

PPI

-related related

complaints

between two reporting periods since 2016 H2. The

volume

of

PPI

complaints

increased by 34%, from 1.58m to 2.12m, and accounted for 49.3% of all

complaints

received in 2019 H1.

This

increase was in line with expectations following the approach of the

PPI

complaints

deadline and the FCA’s advertising campaign. Firms received 4.29m

complaints

in the first half (H1) of 2019. Payment Protection Insurance (

PPI

)

complaints

made up 49% of all

complaints

received during

this

period. The

volume

of

PPI

complaints

increased by 34%, from 1.58m to 2.12m between the second half (H2) of 2018 and 2019 H1.

PPI

complaints

took longer on average to resolve compared to previous periods, with 24% of all

complaints

taking longer than 8 weeks to resolve in 2019 H1, compared to 3% in 2018 H2. Fewer

PPI

complaints

were upheld in 2019 H1 compared to 2018 H2 (54% compared to 63%). Excluding

PPI

, the

volume

of

complaints

received by firms decreased by 6%, from 2.32m to 2.18m between 2018 H2 and 2019 H1.

This

is the lowest

volume

of

complaints

received, excluding

PPI

since new reporting rules came into effect in 2016.