The latest complaints statistics from the FOS show complaints levels have returned to 2023/4 levels. It is pleased that it is getting more complaints directly from consumers, and that the quality of complaints via professional representatives has improved.
Between October – December 2025 the FOS received 47,300 complaints – nearly 70,000 lower than the same quarter the previous year, and showing a new steady rate with similar numbers of complaints received in the last quarter as in the one before.
The FOS puts the decrease still partly down to the pause on motor finance commission complaints. In relation to professional representatives, not only is it seeing better evidenced complaints and fewer withdrawn and abandoned cases following the new charges imposed on representatives, it has also noted that they are bringing significantly fewer irresponsible and unaffordable lending cases.
On motor finance commission, the FOS is now starting to resolve complaints where it is clear there was no unfair relationship, which has affected the overall uphold rate and made it only 27% – the figure excluding the motor finance cases is 31%.
Current accounts remain the most complained about product, followed by credit cards.