Complaints about home finance fell by 6% in the first half of 2025 compared to the previous six months, while overall complaints about financial services increased by 4%, the Financial Conduct Authority (FCA) reveals.
The data shows that complaints about housing financing have fallen from 83,936 in the second half of 2024 to 78,641 in the first half of 2025.
Meanwhile, financial services firms received 1.85 million complaints, up from 1.78 million in the second half of last year.
Since the first half of 2021, complaints have remained relatively constant between 1.7 million and 2.0 million.
The total amount of compensation paid in the first half of this year totaled £283 million, up 20% from £236 million in the last six months of 2024, with the average compensation payment rising from £207 to £238.
The percentage of complaints accepted by companies remained around 57% between the second half of 2024 and the first half of 2025.
Product groups that saw an increase in complaints included banking and credit cards, which rose 7%, decumulation and pensions rose 6% and investments rose 10%.
In addition to complaints about home financing, complaints about insurance and pure protection also decreased by 0.2%.
Commenting on the latest figures, Broadstone senior actuarial adviser Phil Smith said: “Given the scrutiny of consumer outcomes and fair treatment by the regulator, it is perhaps not surprising that we are seeing an increase in complaints.”
“With the number of upheld complaints remaining consistently high and both total and average compensation payments increasing, it is clear that companies have work to do to ensure they treat their customers fairly.”
“Reimbursement remains a costly expense for businesses – as the ongoing car finance case should remind us – so it literally pays to treat customers well.”