Over two million people turned to free complaints website Resolver in 2019/20 – an all-time record for Resolver and a 50% increase on the previous year.
More than one million of those complaints were about PPI, as biggest financial mis-selling scandal of all time finally came to an end. Yet a further one million non-PPI complaints were made, reflecting the turbulent times for people across the United Kingdom, up to and including the Covid 19 pandemic.
The two million complaints cover more than 100 products and sectors and represent the broadest and most wide-ranging study of the issues that matter to the nation.
View Resolver’s Annual Statistics
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Resolver’s Chief Executive, Alex Neill, says
It is a privilege to be able to help people make over two million complaints for free in the last year. Resolver’s complaints data is the most comprehensive overview of the problems the nation is experiencing on a daily basis.
Resolver has never been more valuable than in recent months, with traffic and complaint volumes soaring. Life has changed so fundamentally for us all, the things that dominated headlines in 2019/20, like PPI and Brexit, almost feel like distant memories.
Despite the challenges posed by the lockdown, we’re continuing to provide an essential service to people of all ages, from every corner of the UK during the Covid 19 pandemic.
Right now, Resolver’s complaints are dominated by problems with travel, holidays and online shopping, but we’re anticipating increasing numbers driven by the economy and financial difficulties. Our predictions are that complaints about credit, finance and utilities will increase significantly. There are challenging times ahead for everyone – and it’s worth all businesses remembering that those who respond quickly, fairly and satisfactorily to their customers are the ones who will succeed.
What’s in the data?
- Resolver’s complaints data covers every financial year from when our service began (five years ago) to the present.
- You can complain using Resolver about literally hundreds of things, though our published data only includes the top 100 products and services.
- You can see from our data that some things like travel, online shopping and credit are increasing dramatically.
- In total, you can see what 5.6 million complaints were about over the last five years.
Millions of people use Resolver because our service works. So tell your friends and family, share our guides and tips and let us know if there’s something new you want us to cover that isn’t on our database yet.
Top 20 services and products are shown below.
| Services and products | 2018/19 | 2019/20 | % change | |
| 1 | ppi | 549768 | 1093353 | 99% |
| 2 | online shopping | 108349 | 112408 | 4% |
| 3 | flight delays and airlines | 134996 | 97263 | -28% |
| 4 | payday loans | 28458 | 91087 | 220% |
| 5 | package delivery | 35313 | 89901 | 155% |
| 6 | high street shopping | 83309 | 71137 | -15% |
| 7 | travel agents | 23852 | 39294 | 65% |
| 8 | packaged bank accounts | 39162 | 30780 | -21% |
| 9 | restaurants | 36735 | 29805 | -19% |
| 10 | energy services | 19137 | 27966 | 46% |
| 11 | all other services | 20508 | 22978 | 12% |
| 12 | mobile phone contracts | 42275 | 22667 | -46% |
| 13 | broadband services | 19569 | 22157 | 13% |
| 14 | credit cards | 14285 | 20042 | 40% |
| 15 | takeaways | 23522 | 18668 | -21% |
| 16 | hotels | 15184 | 14649 | -4% |
| 17 | faulty goods | 11739 | 13203 | 12% |
| 18 | current accounts | 11469 | 12939 | 13% |
| 19 | buy now pay later – shop credit | 2625 | 9016 | 243% |
| 20 | gambling* | 7769 | 8818 | 14% |
| Overall total | 1382535 | 2023626 | 46% |