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 Pensions - - - -
CMC Criminal Injury - - - -
CMC Employment - - - -
CMC Endowments - - - -
CMC Financial Products and Services - - - -
CMC Investments - - - -
CMC Personal Injury - - - -
CMC Benefits - - - -
CMC Housing Disrepair - - - -
CMC Lead Generation - - - -
CMC Life and critical illness cover - - - -
CMC Specified Benefits - - - -
CMC Whiplash - - - -
Sub total 507 391 79 40%
Other products and services 82 39 6 31%
Total 589 430 85 39%