Insurance and pure protection complaints 2026 H1

While this is a statistical release rather than a new rule, it can shape supervisory questions, Consumer Duty assessments and peer comparisons. Compliance teams should use the data to identify product lines or distribution channels with elevated complaint volumes, validate the accuracy of their own complaint reporting, and test whether root-cause analysis is driving timely remediation. Boards and conduct committees should review trends against strategy, fair value and product governance obligations, especially where complaints indicate poor disclosure, unsuitable sales or slow claims handling.

Firms should also check that complaints from intermediaries and outsourced arrangements are captured consistently and that customer vulnerability and redress outcomes are properly considered. The release does not create immediate deadlines, but it is a useful early-warning tool: unexplained spikes or persistent volumes may invite supervisory attention. Recommended next steps include benchmarking against peers, refreshing complaints MI, sampling upheld complaints, confirming DISP reporting controls, and documenting actions taken in response to adverse trends.

Firms that act promptly can reduce remediation risk, improve retention and strengthen their evidence of delivering good customer outcomes.