FOS payday loan complaints soar 200% as mortgage gripes fall


Mortgage complaints made to the Financial Ombudsman Service fell 8 per cent last year, while grievances against payday lenders rose more than 200 per cent.

The FOS says it had 10,428 new mortgage complaints in the 2016/17 year, down from 11,288 in the 2015/16 period.

Mortgage complaints made up 2.5 per cent of total enquiries, down slightly from 3 per cent the year before, according to the ombudsman’s latest annual report.

Meanwhile 7 per cent of the new complaints the FOS took up in 2016/17 were about mortgages, down from 7.5 per cent the year before.

But new complaints against payday lenders rose 227 per cent, from 3,216 in 2015/16 to 10,529 in 2016/17.

The FOS took consumers’ sides with payday loan disputes 59 per cent of the time.

The FOS only sided more with consumers in one other category, complaints about self-invested personal pensions, with 64 per cent.

The ombudsman ruled in favour of consumers in mortgage disputes 31 per cent of the time in 2016/17, down from 38 per cent in 2015/16.

Around 2.5 per cent of the total complaints logged by the FOS in 2016/17 were against mortgage intermediaries, down from 2 per cent in the previous year.

The FOS says 3.5 per cent of new complaints were against building societies, static from the year before.

In total the FOS had 1.39m complaints in 2016/17, down from 1.63m the year before.