Home finance complaints fell by 6% in the first half of 2025 compared to the previous six months, while overall financial services complaints increased by 4%, the Financial Conduct Authority (FCA) reveals.
The data shows that home finance complaints fell from 83,936 in the second half of 2024 to 78,641 in the first half of 2025.
Meanwhile, financial services firms received 1.85m complaints, up from 1.78m in the second half of last year.
Since the first half of 2021, complaints have stayed relatively constant between 1.7m and 2.0m.
The total amount of redress paid in the first half of this year totalled £283m, a 20% increase from £236m in the last six months of 2024, with the average compensation payment rising from £207 to £238.
The percentage of complaints that were upheld by firms remained around 57% between H2 2024 and H1 2025.
Product groups that saw an increase in complaint numbers included banking and credit cards which rose by 7%, decumulation and pensions went up by 6% and investments saw a 10% increase.
Alongside home finance complaints, insurance and pure protection complaints fell by 0.2%.
Commenting on the latest figures, Broadstone senior actuarial consultant Phil Smith says: “Given the scrutiny on consumer outcomes and fair treatment from the regulator, it is perhaps unsurprising that we are seeing increases in complaints.”
“With the number of complaints being upheld remaining consistently high as well as increases in both total and average compensation payments, it is clear that firms have work to do to ensure they are treating their customers fairly.”
“Redress remains a costly outgoing for firms – as the ongoing motor finance case should be a reminder of – so it quite literally pays to treat customers well.”
