UK Financial Complaints Statistics: FOS Data 2025/26

Total complaint volumes: 2025/26 in context

FOS received 214,600 new complaints in the full financial year 2025/26 (April 2025 to March 2026). This compares to 305,700 cases in 2024/25, the highest level for six years, and is broadly in line with the 198,800 complaints received in 2023/24. The 2024/25 peak was driven primarily by motor finance commission complaints and a surge in cases submitted through professional claims management companies (CMCs).

The fall in 2025/26 is largely explained by two factors: the FCA's pause on firms responding to motor finance commission complaints (following the Supreme Court judgment in August 2025), and the introduction of per-case fees for professional representatives from April 2025, which reduced speculative referrals substantially.

Quarterly breakdown 2025/26

Q1 (April to June 2025) saw 68,000 new complaints, already lower than the 74,600 received in the same quarter the prior year. Q2 (July to September 2025) dropped further to 46,300, compared to 73,700 a year earlier. Professional representatives accounted for only 4,300 of the Q2 cases, against 37,100 in the same period of 2024/25. Q3 (October to December 2025) saw 47,300 new complaints, broadly stable with Q2.

Most complained-about products

Hire purchase (motor) remained the most complained-about product for the full year at 37,700 cases, primarily concentrated in the first half of the year before motor finance commission complaints fell sharply in Q3 after the Supreme Court ruling. Current accounts were the second most complained-about product at 32,900 cases for the year, overtaking hire purchase in the second half. Fraud and scams accounted for 18,900 of the current account complaints. Credit cards generated 22,800 complaints, with 8,800 relating to irresponsible or unaffordable lending. This represented a significant drop from 49,400 credit card complaints on irresponsible lending in 2024/25.

Car and motorcycle insurance was among the top five products across multiple quarters. In Q3 alone, car and motorcycle insurance generated 3,400 complaints. Buildings insurance, travel insurance, and pet insurance also appeared in the top 20 products by complaint volume. E-money entered the top five most complained-about products for the first time in Q2, with 2,200 cases.

Uphold rates by product and channel

The overall uphold rate for 2025/26 was 30%, compared to 34% in 2024/25. The quarterly uphold rate varied: 31% in Q1, 33% in Q2, and 27% in Q3. Consumers who referred complaints directly (without CMC involvement) had a higher uphold rate than cases submitted through professional representatives throughout the year. FOS attributed this to CMCs undertaking better due diligence after the introduction of referral fees, though the absolute volume from CMCs fell sharply.

FOS reported that the proportion of consumers recorded as being in a vulnerable situation rose from 10% (32,000 consumers) in 2024/25 to 25% (52,900 consumers) in 2025/26. FOS attributed this partly to improved identification processes rather than solely an increase in underlying vulnerability.

Motor finance commission: the dominant trend

Motor finance commission complaints were the defining factor in complaint volumes over 2024/25 and the first half of 2025/26. The Supreme Court judgment in August 2025, combined with the FCA's complaint handling pause and plans for a motor finance redress scheme, resulted in motor finance commission complaints falling from 14,400 in Q3 2024/25 to just 400 in Q3 2025/26. The FCA's redress scheme is expected to affect millions of consumers who took out motor finance with a discretionary commission arrangement before January 2021.

FOS reform: structural changes ahead

Government confirmed in March 2026 the most significant package of structural reforms to FOS since its creation. When legislated, the reforms introduce: an absolute 10-year time limit for complaints; the Chief Ombudsman taking overall responsibility for decision consistency; and regular joint FCA-FOS thematic reports on how particular complaint types will be assessed. The FOS will not become a subsidiary of the FCA. Consumer access to the service is not narrowed by the reforms.

How many complaints does FOS receive each year?

FOS received 214,600 complaints in 2025/26, 305,700 in 2024/25 (a six-year high), and 198,800 in 2023/24. The long-run average is around 160,000 to 200,000 per year.

What percentage of FOS complaints are upheld?

In 2025/26, 30% of resolved complaints were upheld in favour of the consumer. The rate has ranged from 30% to 37% across the past five financial years.

Which financial product generates the most FOS complaints?

Hire purchase (motor) was the most complained-about product in 2025/26 at 37,700 cases, largely because of motor finance commission disputes. Current accounts overtook it in the second half of the year, driven by fraud and scam complaints.

How often does FOS publish complaint data?

FOS publishes quarterly product complaints data and half-yearly firm-level uphold rate data. Annual data is published after the end of each financial year. All releases are available at financial-ombudsman.org.uk.