Proportion of complaints against IFAs continues to fall

clock

The proportion of complaints referred to the Financial Ombudsman Service (FOS) relating to independent financial advisers (IFAs) is continuing to fall.

Complaints about IFAs which made it through to the FOS stage fell to 1% in 2011/12, from 1.5% the previous year.

The FOS said the drop reflected the steady decline in the number of complaints to the ombudsman service about investments and pensions.

The figures were included in the FOS's annual review 2011/12, which was published today.

Meanwhile, the overall proportion of disputes relating to banks remained the same as the previous year - at 65.5% of all cases.

The FOS said this continued to reflect the volume of complaints about payment protection insurance (PPI) during the year.

By product type, 3% of mortgage complaints related to IFA activity, while the figure was 11% for investment products. A fifth (21%) of pension complaints were about IFAs.

The FOS said that, in 2011/12, it received almost 265,000 new cases.

Of these, 60%, or 157,716, were about the sale of PPI. This, the FOS said, was the highest number ever received in a year about a single financial product.

Elsewhere, the number of investment-related complaints fell by 4% and banking complaints declined by 1% - while insurance complaints other than PPI cases rose by 31%.

Cases related to whole-of-life policies were up 26% while pensions complaints were up 28%.


More on Regulation

IHT receipts hit £3.2bn

IHT receipts hit £3.2bn

Up by £100m on last year

Isabel Baxter
clock 21 August 2026 • 3 min read
FOS outlines reforms to complaints process

FOS outlines reforms to complaints process

FOS/FCA joint thematic review to come later this year

Isabel Baxter
clock 11 August 2026 • 3 min read
John Healey's first Autumn Budget set for 28 October

John Healey's first Autumn Budget set for 28 October

Government looks to "kickstart growth in every postcode"

Isabel Baxter
clock 03 August 2026 • 2 min read

Highlights

COVER Survey: Advisers damning of protection insurer service levels

COVER Survey: Advisers damning of protection insurer service levels

"It takes longer than ever to get underwriting terms"

John Brazier
clock 12 October 2023 • 5 min read
Online reviews trump price for young people selecting life and health cover

Online reviews trump price for young people selecting life and health cover

According to latest ReMark report

John Brazier
clock 11 October 2023 • 2 min read
ABI members with staff neurodiversity policy nearly doubles

ABI members with staff neurodiversity policy nearly doubles

Women within executive teams have grown to 32%

Jaskeet Briah
clock 10 October 2023 • 3 min read