Upheld rate for general insurers improves to 35%

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The Financial Ombudsman Service (FOS) received 14,871 new complaints about general insurance in the second half of 2015, up 5% on the 14,164 it received in the second half of 2014.

The figure excludes complaints about payment protection insurance (PPI).

But there was a fall in the percentage of complaints resolved in the customer’s favour to 35% in the second half of 2015 from 38% in the second half of 2014 and 36% in the first half of 2015.

The general insurance complaints upheld rate also compares favourably to the 53% recorded across the whole financial services industry.

Overall, the FOS received 164,347 new complaints about financial services products in the second half of 2015, up 2% on the 161,649 complaints it received in the second half of 2014.

PPI made up 56% of the total, with 92,667 new complaints. This was down 12% on the 104,877 received in the second half of 2014.

Complaints about financial products other than PPI increased 26% 71,663 to 56,771 year on year.

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