From 1st July the Council of Mortgage Lenders is integrated into a new trade association, UK Finance. For the time being, all UKF mortgage information will continue to be published on this website, and UKF member-only mortgage information will only be available here.

UK Finance represents around 300 firms in the UK providing credit, banking, markets and payment-related services. The new organisation takes on most of the activities previously carried out by the Asset Based Finance Association, the British Bankers’ Association, the Council of Mortgage Lenders, Financial Fraud Action UK, Payments UK and the UK Cards Association. Please go to for wider content and updates from UK Finance.

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Financial Ombudsman Service complaints data publication - a consultation

Last updated: 4 Oct 2016

Consulting body:
Financial Ombudsman Service
Period of consultation:
Runs from 4 October 2016 to 1 November 2016
CML action:
Response submitted

This consultation paper sets out the conclusions of the Financial Ombudsman Service (FOS) review into how they publish complaints data. It also asks for feedback on their proposals.

FOS complaints data is regarded as an important benchmark for the quality of complaint handling in financial services and is a driver for improvements in complaint handling.

CML response

Firms use complaints data to benchmark their performance against their peers. This is particularly important for small firms, which do not generate a large number of complaints and therefore cannot always usefully measure their performance against previous years.

However, the complaints data as currently presented is not sufficiently granular to be useful for this purpose.

CML member view

The CML’s members’ main concern is that complaints data on mortgages is collated under one heading – house mortgages. We believe that the general heading should be split into two distinct elements: one covering the sale of the product; and the other relating to the administration of the mortgage.

Current published data fails to differentiate between lenders and intermediaries - with the latter accounting for around two-thirds of new mortgage sales.

Lenders wish to compare like-for-like figures, but the broad categorisation of mortgage complaints means that lenders will be comparing their figures with those of independent advisors.

Progress reports

As the Financial Ombudsman Service develops its new ways of working, firms and consumers would benefit from progress reports on how complaints are being resolved and trends as they emerge.

We also think it would be helpful if FOS could publish the Freedom of Information Act requests that it receives and responds to on its website, either in full or as frequently asked questions. This would provide greater transparency for consumers and firms.

The full CML response to this consultation can be downloaded below.