According to the Financial Conduct Authority (FCA), home finance complaints fell by 3.8% in the last half of last year compared to the previous six months.
The data shows that complaints about housing financing have fallen from 78,616 in the first half of 2025 to 75,658 in the second half of the year.
Financial service providers received 1.87 million complaints, an increase of 0.9% 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.
Total compensation fell from just over £283m to around £236m in the second half of 2025, with the average recovery upheld falling from £238 to £215.
The percentage of complaints accepted by companies fell from 57.88% in the first six months of 2025 to 55.50% in the second half of 2025.
In addition to the home financing data, complaints about insurance and pure protection increased by 10.1%, from 717,523 in the first half of last year to 790,329 in the last six months of 2025.
Commenting on the data, Broadstone’s head of story, Phil Smith, said: “Complaints in the financial services sector increased slightly in the second half of 2025, but remain well within historical ranges. Any increase in consumer dissatisfaction is cause for concern, especially given the intense regulatory focus and scrutiny on treating customers fairly.”
“The sharp increase in insurance and pure protection complaints is particularly notable and may reflect a combination of increased product acceptance, issues with certain products, higher consumer expectations and a greater willingness among customers to challenge outcomes.”
“The sharp decline in the value of indemnification for financial services firms could indicate that the severity of escalating problems is decreasing, or that companies are resolving higher-value complaints earlier in the process before they progress to formal redress.”
“Companies will focus on identifying the root causes of complaints, improving the front-end customer experience and using complaint data more effectively as a strategic tool to achieve better results and reduce future risks, supported by earlier interventions and clearer customer communications.”