Proportion of complaints against IFAs continues to fall

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The proportion of complaints referred to the Financial Ombudsman Service (FOS) relating to independent financial advisers (IFAs) is continuing to fall.

Complaints about IFAs which made it through to the FOS stage fell to 1% in 2011/12, from 1.5% the previous year.

The FOS said the drop reflected the steady decline in the number of complaints to the ombudsman service about investments and pensions.

The figures were included in the FOS's annual review 2011/12, which was published today.

Meanwhile, the overall proportion of disputes relating to banks remained the same as the previous year - at 65.5% of all cases.

The FOS said this continued to reflect the volume of complaints about payment protection insurance (PPI) during the year.

By product type, 3% of mortgage complaints related to IFA activity, while the figure was 11% for investment products. A fifth (21%) of pension complaints were about IFAs.

The FOS said that, in 2011/12, it received almost 265,000 new cases.

Of these, 60%, or 157,716, were about the sale of PPI. This, the FOS said, was the highest number ever received in a year about a single financial product.

Elsewhere, the number of investment-related complaints fell by 4% and banking complaints declined by 1% - while insurance complaints other than PPI cases rose by 31%.

Cases related to whole-of-life policies were up 26% while pensions complaints were up 28%.


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