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Insurance complaints fall in automotive sector, FCA shows

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The number of complaints about motor vehicle insurance products fell 13% to 242,041 in the second half of 2019 from 277,363.

The total volume of complaints on motor insurance was 490,402 in 2019, down 7% on 2018’s 529,407, according to the Financial Conduct Authority’s  complaints figures for regulated firms.

The FCA’s data for all firms and products, excluding consumer credit, an increase in complaints from 4.29m in the first half of 2019 to 6.02m in the second half of 2019, mainly driven by a 75% increase in the volume of PPI complaints received.

It said PPI complaints made up 62% of all complaints received during this period, followed by current accounts (10%), credit cards (6%) and general insurance products (5%).

Excluding PPI, the average redress per complaint upheld decreased from £200 in 2019 H1 to £184 in 2019 H2.

The FCA's data for automotive firms shows:

  • Ford’s FCE Bank received 1.6 complaints per 1,000 banking and insurance products in H2. 626 were opened, and 37.9% were upheld.
  • PSA Finance UK received 45.3 complaints per 1,000 insurance policies in H2. 5,631 were opened. 4.6% were upheld.
  • Renault’s RCI Financial Services had zero complaints per 1,000 insurance policies in H2. 4,092 were opened, 26.6% were upheld.
  • Volkswagen Financial Services received 251 complaints per 1,000 insurance policies in H2. 6,305 were opened, and 5.6% were upheld.

The overall drop in motor-related insurance complaints follows an earlier fall in H2 2018.

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