Complaints handling

Sometimes things do go wrong, but official complaints statistics suggest that building societies are better at dealing with issues than other providers.



Building societies had a disproportionately small number of new complaints. Data from the FCA, for example, shows that building societies accounted for 11% of new complaints relating to home finance, much lower than their 23% share of mortgage loans. 

Also, a lower proportion of closed complaints were resolved against building societies by the Financial Ombudsman.

The chart shows the number of new complaints in the last available six month period, against the number of complaints where the Ombudsman found in favour of the consumer and against the firm.


So firms in the bottom left hand corner of the chart have lower numbers of new complaints, and a lower proportion of complaints where the Ombudsman has ruled against the firm.



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Andrew Gall

Head of Savings & Economics