Complaints about home finance loans decreased 3.8% in the final half of last year compared to the previous six months, according to the Financial Conduct Authority (FCA).
The data shows that home finance complaints fell from 78,616 in the first half of 2025 to 75,658 in the second half of the year.
Financial services firms received 1.87m complaints, up by 0.9% 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 redress value fell in H2 2025 from a little over £283 million to around £236 million with the average redress upheld dropping to £215 from £238.
The percentage of complaints that were upheld by firms decreased from 57.88% in the first six months of 2025 to 55.50% in H2 2025.
Alongside home finance data, insurance and pure protection complaints 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 head of redress Phil Smith says: “Complaints across the financial services sector increased slightly in the second half of 2025 but remain well within their historic range. Any rise in consumer dissatisfaction is cause for concern, especially given the intense regulatory focus and scrutiny on treating customers fairly.”
“The sharp rise in insurance and pure protection complaints is particularly notable and may reflect a combination of increased product uptake, issues with certain products, heightened consumer expectations and a greater willingness among customers to challenge outcomes.”
“The sharp fall in the value of redress to financial services firms could indicate a reduction in the severity of issues being escalated, or that firms are resolving higher-value complaints earlier in the process before they crystallise into formal redress.”
“Firms will be focusing on identifying root causes of complaints, improving front-end customer experience and using complaints data more effectively as a strategic tool to deliver better outcomes and reduce future risk, supported by earlier intervention and clearer customer communications.”
