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.
Since 1 April 2019 we have been able to consider complaints about claims management companies (CMCs). We’ve published data about these complaints in line with the Financial Ombudsman Service’s established approach to quarterly complaints data for financial products and services. This means we’ve only published figures for claim activities where we’ve had 30 new and 30 resolved cases during in the reporting period. We’ve shown the number of new enquiries, new cases and ombudsman referrals, along with the percentage of cases upheld in favour of the consumer for the different claim activities undertaken by CMCs.
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 - Dec 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 Products and Services||-||-||-||-|
|CMC Personal Injury||-||-||-||-|
|CMC Housing Disrepair||-||-||-||-|
|CMC Lead Generation||-||-||-||-|
|CMC Life and critical illness cover||-||-||-||-|
|CMC Specified Benefits||-||-||-||-|
|Other products and services||115||32||11||59%|
Complaints data about individual claims management companies (CMCs)
These figures show the number of complaints received about individual claims management companies where we received at least 30 new cases and resolved at least 30 cases in each six-month period.
|July 2019 - December 2019|
|Business Name||Total New Cases||Claim identification||Claims Management||Employment||Financial products and services||Housing disrepair||Lead generation||Personal injury|
|Allay Claims Ltd||72||-||1||-||71||-||-||-|
|The Claims Guys Ltd||70||-||-||-||70||-||-||-|
|Quickly Finance Ltd||53||-||-||-||53||-||-||-|
|July 2019 - December 2019|
|Business Name||Percent resolved in favour of consumer||Claim identification||Claims Management||Employment||Financial products and services||Housing disrepair||Lead generation||Personal injury|
|Allay Claims Ltd||50%||-||-||-||50%||-||-||-|
|The Claims Guys Ltd||39%||-||-||-||39%||-||-||-|
|Quickly Finance Ltd||55%||-||-||-||55%||-||-||-|