‘Behind each case are customers waiting for an answer and we are committed to delivering fair, timely and effective resolutions for consumers and businesses alike,’ says chief executive
Over 20,000 new general insurance or pure protection related complaints were lodged with the Financial Ombudsman Service (FOS) between July and December 2024.
This was according to data published today (6 May 2025) by the FOS, which also revealed that overall complaints about financial business were up 49% since the same period the year before.
However, while general insurance and pure protection was the product with the second highest number of complaints, the volume dropped year-on-year from 22,845 to 22,075.
Admiral saw the largest volume of complaints in the insurance sector, with 1,467 lodged in the timeframe.
Likewise, Aviva and UK Insurance – a member of Direct Line Group – saw high complaints volumes, receiving 1,433 and 1,341 respectively. No other insurers saw more than 800 complaints.
Updated service
The FOS recently outlined plans to update its service to better handle the “exceptional demand experienced across 2024/25”, including “increasing its staffing capacity” and “building flexibility into its workforce”.
Read: Briefing – Brokers and MGAs will vote with their feet if insurers continue to fail on claims service
Read: Most brokers’ clients continue to see claims delays
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Consumers can lodge complaints directly with the service for free, while professionals who lodge complaints on behalf of another party pay a fee.
James Dipple-Johnstone, interim chief ombudsman at the FOS, said: “Behind each case are customers waiting for an answer and we are committed to delivering fair, timely and effective resolutions for consumers and businesses alike.
“The high demand reflected in today’s data underscores not only the vital role our service plays, but also the pressing need for reform to ensure it remains fit for the future. That’s why we’re committed to strengthening the dispute resolution system – so it works better for everyone and reflects the needs of today’s financial landscape.”
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