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.
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 Q4 2019/20, we received 589 new enquiries and 430 new complaints against CMCs – with 85 passed to an ombudsman for a final decision. On average, we upheld 39% of the complaints we resolved on merit.
|January 2020 - March 2020|
|Enquiries received||New cases||Ombudsman referrals||% of cases upheld|
|CMC PPI (Payment Protection Insurance)||436||309||48||40%|
|CMC Accident Management||71||82||31||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||82||39||6||31%|