What did 1.4 million people complain about? Resolver releases the big figures for 2018/19

08/05/2018 Millions of people sought help last year from Resolver – the worlds biggest free complaints website. Resolver’s users have now made over 3.6 million complaints since the service began just over four years ago.

Resolver’s latest complaint figures provide the clearest and most detailed overview available of the issues that concern the British public. The data also reflects our changing society, covering 100 products and services over more than 30 sectors.

  • Resolver helped sort out 1,382,566 individual complaints in the last financial year. Complaints excluding PPI are up an extraordinary 40%, from 594,173 to 832,098.
  • Complaints are up by significant volumes in almost every sector. This trend reflects not only a wider awareness of Resolver's free service, but increasing levels of dissatisfaction with customer service when dealing directly with businesses.
  • Complaints about mis-selling scandals are showing signs of peaking with drops in PPI claims (down a quarter to 550,468) and packaged bank accounts (numbers halving to 39,194) as fee-charging claims managers saturate both markets. PPI claims end definitively on 29 August 2019, even though millions of people are still not aware they were mis-sold the product.
  • Huge increases in complaints have been seen across a range of established sectors including package delivery (up 203%), payday loans (419%), ticket sales (216%) unsecured loans (171%) and holiday lettings (103%) to name just a few. Twenty-three areas of complaint more than doubled.
  • As a society, the UK is changing rapidly. In the last few years significant evolutions around the way we shop, eat, pay for things, communicate and travel have led to these services dominating the top twenty ‘most complaint about’ areas of complaint.

James Walker, founder of Resolver said:

"Resolver’s complaint statistics really do reflect the issues that matter most to people throughout the UK. Fundamental changes to the way we shop, speak to each other, eat out or even book a holiday are resulting in whole new areas of complaint as people are driven to seek help with subjects as diverse as package deliveries or point-of-sale credit."

"Looking ahead, the early indications are concerns about what firms do with our data, the actions of fraudsters and scammers, easy access to high-cost credit and businesses overcharging us for staying loyal will be driving complaint over the coming year."

"Yet the people who use Resolver just want businesses to treat them fairly. Preventing people from easily getting help with a problem is resulting in a real consumer backlash against businesses. The solution is simple: businesses need to respond quickly, honestly and effectively. People are more likely to stay loyal to businesses that listen and care about their concerns."

The top twenty biggest areas of complaint in 2018/19
Product, service or sector 2017/18 2018/19 % Change
PPI 727195 550468 -24%
Flight delays and airlines 118704 135037 14%
Online shopping 58976 108315 84%
High street shopping 60007 83386 39%
Mobile phones 28451 44744 57%
Packaged bank accounts 77597 39194 -49%
Restaurants 27756 36761 32%
Package delivery 11664 35339 203%
Payday loans 5500 28543 419%
Takeaways 20239 23531 16%
Travel agents 11582 22926 98%
Energy (gas and electricity) 11348 19089 68%
Broadband 13655 19041 39%
Hotels 7991 16131 102%
Credit cards 8932 13917 56%
Film and TV steaming services 6322 13001 106%
Faulty goods 8512 11747 38%
Current accounts 9977 11492 15%
Car dealerships and motor vehicles 7428 10749 45%
Ticket sales (direct and resale) 2615 8186 213%

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