Editor's note: This brief was summarised by The Property AI Newsroom from a report by Mortgage Strategy. Read the original article for full details.

FCA Data Shows 1.87 Million Complaints: Reviews Offer Key Insights

The Financial Conduct Authority (FCA) has reported that financial services firms received 1.87 million complaints in the second half of 2025, a 0.9% increase from the first half of the year. For the mortgage sector, home finance complaints decreased by 3.8% from 78,616 in the first half of 2025 to 75,658 in the second half.

The FCA’s complaints data highlights areas where customers have experienced significant issues, with insurance and pure protection complaints rising by 10.1% to 790,329. The total redress paid in the second half of 2025 was £236.2 million. These figures are used by the FCA to evaluate firms’ treatment of customers and to identify potential concerns in products and markets.

For UK letting agents and inventory clerks, the data underscores the importance of robust complaints handling processes. However, the report notes that formal complaints are only part of the picture. Research cited in the article shows that while 42% of people experienced frustration with a financial provider in the past year, only 12% always complain directly to the company. Many customers choose to remain silent, leave, or share their experiences elsewhere.

The article emphasises the strategic value of customer reviews. According to the research, 84% of consumers trust reviews from other consumers, and 69% are likely to change their mind after reading reviews. Additionally, 74% of people read reviews before changing providers, and nearly seven in ten will walk away if they see more negative feedback than positive. Financial services firms need an average 4.1-star rating to be considered by consumers.

Reviews provide insight into both positive and negative customer experiences, helping firms understand what customers value and where friction occurs before issues escalate to formal complaints. This information can be particularly useful for property professionals seeking to improve service quality and meet compliance obligations.