Our updates on complaints about claims management companies include the number of enquiries and new cases we received, the number of complaints passed to an ombudsman for a final decision, and the proportion of complaints resolved in favour of customers.
In Q3, we received 780 new enquiries and 407 new complaints against CMCs – with 69 passed to an ombudsman for a final decision. On average, we upheld 44% of the complaints we resolved on merit.
Since we published our first set of quarterly CMC data in July 2019, we’ve received and resolved more than 30 cases about accident management claims in Q3, meaning that it meets the threshold for publication in this quarter, alongside our complaints about CMCs relating to PPI.
PPI claims continue to be the most complained-about CMC service, with three quarters of all CMC complaints in Q3 linked to PPI claims. As well as complaints linked to fees, customer service and delays in the process, as we also saw in Q1, in the following quarters we started to hear from consumers whose CMC failed to process their PPI claim with their bank before the deadline - meaning that their claim couldn’t be considered. We know that many lenders have significant backlogs, which mean many customers won’t know yet if their complaints have been time-barred. People have contacted us as their CMC has not been updating them.
|October 2019 - December 2019|
|Enquiries received*||New cases*||Ombudsman referrals||% of cases upheld|
|CMC PPI (Payment Protection Insurance)||585||306||42||42%|
|CMC Accident Management||80||69||16||41%|
|CMC Short-term Lending||-||-||-||-|
|CMC Consumer Credit||-||-||-||-|
|CMC Packaged Bank Accounts||-||-||-||-|
|CMC Criminal Injury||-||-||-||-|
|CMC Financial Product and Services||-||-||-||-|
|CMC Personal Injury||-||-||-||-|
|CMC Housing Disrepair||-||-||-||-|
|CMC Lead Generation||-||-||-||-|
|CMC Life and critical illness cover||-||-||-||-|
|Other products and services||115||32||11||59%|
* data does not include complaints transferred over from the Legal Ombudsman
Complaints data about individual claims management companies (CMCs)
The Financial Ombudsman Service’s established approach to six-monthly complaints data is to publish complaints data about individual businesses where we received at least 30 new cases and resolved at least 30 cases during the reporting period. The reporting periods are 1 January – 30 June (H1) and 1 July – 31 December (H2). We have only been able to consider complaints about claims management companies (CMCs), since 1 April 2019 - half way through the H1 2019 reporting period. No businesses met the threshold of 30 new and 30 resolved complaints during H1 2019.
View the full data set on our business complaints page.