Our CMC quarterly data shows the volume of complaints we received and resolved about claims management companies, and the proportion of complaints we upheld in consumers’ favour.
- In the first quarter of the financial year 2020/21, we received 574 enquiries and 245 new complaints against claims management companies (CMCs) – with 59 complaints passed on to an ombudsman for a final decision. On average, we upheld 50% of complaints.
- Payment protection insurance (PPI) claims remain our most complained-about CMC activity with 170 new complaints. We’ve seen a growing number of complaints where the CMC in question didn’t refer the consumer’s PPI claim to the relevant financial business before the PPI deadline, which passed on 29 August 2019.
- Accident management claims were our second most complained-about CMC activity with 43 complaints, although new complaints dropped by 48% quarter-on-quarter.
In each release of quarterly data (about both financial products and relating to complaints about claims management companies), we publish the number of new enquiries and new complaints received in the period, together with the number of ombudsman referrals and the percentage of cases upheld in favour of the customer.
From the Q1 2020/21 releases, we changed the threshold for our reporting on the number of new complaints received. In previous releases, we published data where our service had received at least 30 new complaints about a product or service in the relevant reporting period. From Q1 2020/21, we reduced this threshold to the receipt of at least 10 new complaints, to increase the granularity of insight we’re able to offer stakeholders about complaints trends. Products and services where we have received at least one, but fewer than 10 new complaints, will be denoted as “<10”.
We have also taken the opportunity to update our criteria for publishing uphold rates. Previously, we published the percentage of cases upheld in favour of the customer where we had both received 30 new complaints and resolved 30 complaints about a product or service in the relevant period. From Q1 2020/21, we will publish the uphold rate where we have resolved 30 or more complaints about the relevant product or service in the period – we will no longer apply a threshold relating to the receipt of new complaints.