Our CMC annual complaints data is a snapshot of our work over the course of the financial year. It shows the volume of complaints we received and resolved about claims management companies, and the proportion of complaints we upheld in consumers’ favour.

Data for financial year 2019/20

CMC enquiries

  Enquiries
CMC Financial Products and Services 2,867
including complaints about:  
 - CMC Payment Protection Insurance 2,117
 - CMC Accident Management 384
 - CMC Consumer Credit 99
 - CMC Short-term Lending 52
 - CMC Investments 24
 - CMC Packaged Bank Accounts 22
 - CMC Pensions 13
 - CMC Endowments 5
 - CMC Connected Lender Liability 2
 - CMC Life and Critical Illness Cover 1
 - CMC other financial products and services 148
CMC Personal Injury 35
CMC Employment 19
CMC Criminal Injury 18
CMC Benefits 9
CMC Housing Disrepair 8
CMC Lead Generation 8
Total 2,964

CMC new cases

  New cases
CMC Financial Products and Services 1,535
including complaints about:  
 - CMC Payment Protection Insurance 1,053
 - CMC Accident Management 352
 - CMC Consumer Credit 43
 - CMC Short-term Lending 36
 - CMC Investments 15
 - CMC Packaged Bank Accounts 15
 - CMC Pensions 11
 - CMC Endowments 2
 - CMC Connected Lender Liability 1
 - CMC other financial products and services 7
CMC Employment 7
CMC Personal Injury 6
CMC Benefits 4
CMC Criminal Injury 3
CMC Lead Generation 2
CMC Housing Disrepair 1
Total 1,558

CMC resolved by – stage

  Resolutions Resolved without Ombudsman involvement Resolved by Ombudsman
CMC Financial Products and Services 1,102  925   177
including complaints about:      
 - CMC Payment Protection Insurance 801 681 120
 - CMC Accident Management 209 174 35
 - CMC Consumer Credit 30 21 9
 - CMC Short-term Lending 24 22 2
 - CMC Packaged Bank Accounts 14 11 3
 - CMC Pensions 10 6 4
 - CMC Investments 8 4 4
 - CMC Endowments 2 2 0
 - CMC Connected lender liability 1 1 0
 - CMC other financial products and services 3 3 0
CMC Personal Injury 5 4 1
CMC Employment 3 2 1
CMC Lead Generation 3 3 0
CMC Benefits 1 0 1
CMC Criminal Injury 1 1 0
CMC Housing Disrepair 1 1 0
Total 1,116 936 180

CMC uphold %

  Uphold %
CMC Payment Protection Insurance 42%
CMC Accident Management 38%
Overall 42%

Interpreting the data

All the data in these tables relate to Claims Management Ombudsman management information for the year ended 31 March 2020.

Cumulative figures

Cumulative figures, such as our quarterly data, won't necessarily match total figures provided in the tables for the year so far. This is because the data for each quarter is a snapshot of what the figures looked like at the end of that quarter.

It's possible that as cases are investigated further, we may refine how the case is categorised to better reflect what the complaint was about.

This will be captured in our cumulative figures but our previous quarterly datasets won't be updated. Therefore when referring to our annual figures, please use the data on this page rather than our cumulative published quarterly totals.

Glossary of terms

Enquiries

An enquiry is recorded when a consumer contacts us for the first time to explain the problem they’re having. Some of these enquiries go on to become new complaints we investigate in more depth. At enquiry stage, it’s likely we’ll have heard only from the consumer, and we might not yet know the specific product or service involved. So the product categorisation may change at a later stage in our process, once we’ve received further information.

New complaints

A new complaint is recorded when an initial enquiry becomes a complaint we’re going to investigate in more depth. We record information about the financial product or service the consumer is complaining about, as well as the issue involved.

Resolutions

A resolution is a case that we've closed during the year. This includes complaints where we’ve given our answer following an investigation, as well as a smaller number that have been withdrawn by the consumer, or that we’ve decided we can’t or shouldn’t investigate. This data includes complaints resolved informally by one of our investigators or adjudicators, as well as those where an ombudsman’s involvement was required. 

Uphold rate

This is the proportion of complaints we’ve resolved where the answer we’ve given is in consumers’ favour. When we “uphold” a complaint, it can reflect one of two things. First, it can mean that a business told a consumer in its final response that it had done nothing wrong – but after the complaint was referred to us, we decided that it had done something wrong. Or it can mean that a business’s final response offered the consumer compensation – but after the complaint was referred to us, we decided it hadn’t offered enough, and told it to change its offer.

To ensure our uphold rate data are as meaningful as possible, we only include products and services about which we resolved 30 or more complaints over the course of the year.