Firm reporting period: 2025-07-01 to 2025-12-31
Official complaint trends and same-category comparisons for this FCA legal reporting entity.
The complaint rate is above peers and complaint resolution is mixed; their historical trends are mixed.
Banking and credit cards. Figures are limited to this FCA product group and compared only with other reporters in the same group. History: 2024 H2 to 2025 H2 FCA releases. Release labels may differ from a firm’s reporting dates.
| Indicator | Current value | Compared with peers | Compared with 2024 H2 |
|---|---|---|---|
| Complaint ratePer 1,000 accounts | 5.34 | UnfavourablePeer average 4.40 · 49 firms | Worsened16% higher |
| Closed within 3 daysShare of complaints closed | 21.37% | UnfavourablePeer average 38.74% · 55 firms | ImprovedUp 3.26 percentage points |
| Closed within 8 weeksShare of complaints closed | 98.88% | FavourablePeer average 95.77% · 55 firms | WorsenedDown 0.11 percentage points |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 23,660 | 12,956 (62 firms) | FCA reported |
| 2025 H1 | 24,847 | 14,860 (58 firms) | FCA reported |
| 2025 H2 | 30,573 | 12,527 (65 firms) | FCA reported |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 18.11% | 40.72% (53 firms) | FCA reported |
| 2025 H1 | 16.39% | 39.23% (51 firms) | FCA reported |
| 2025 H2 | 21.37% | 38.74% (55 firms) | FCA reported |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 31.15% | 51.49% (53 firms) | FCA reported |
| 2025 H1 | 33.46% | 52.13% (52 firms) | FCA reported |
| 2025 H2 | 34.29% | 52.46% (55 firms) | FCA reported |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 4.59 | 3.24 (54 firms) | FCA reported |
| 2025 H1 | 4.55 | 3.80 (46 firms) | FCA reported |
| 2025 H2 | 5.34 | 4.40 (49 firms) | FCA reported |
Official observations and clearly labelled calculations from published FCA product figures are shown. Other gaps remain gaps. Raw complaint counts and upheld rates are context only. View FCA release details.
Peer averages are unweighted and exclude this company. Same-category firms may differ in business mix. Raw counts and upheld rates are context only, not quality ratings.
Complaints per 1,000 accounts or policies. Lower can be favourable only when compared with a genuinely similar business.
FCA reportedA raw count. Larger businesses commonly receive more complaints, so this is not a ranking measure.
FCA reportedA raw count of complaints closed during the period. It may include complaints opened earlier.
FCA reportedThe share closed within three days. Higher is generally favourable, subject to reporting scope.
FCA reportedBehind Your Money calculation adding the FCA's two published closure bands.
Behind Your Money calculationThe share closed after three days but within eight weeks.
FCA reportedContext only. A lower upheld rate is not automatically evidence of better complaint handling.
FCA reportedSource
FCA firm-level complaints data 2025 H2. The FCA source remains authoritative.
Place this legal reporter beside up to two others from the same FCA product category.
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