This chapter reviews data on consumer complaints received by firms, alternative dispute resolution schemes and supervisory authorities. It analyses complaints across five product sectors: banking and payments, consumer credit, insurance, investments, and pensions. Consumer complaints data provide valuable insights for policymakers, regulators and supervisors into the most pressing issues in financial services, highlighting potential gaps in existing financial consumer protection frameworks and instances of misconduct that may require attention.
Consumer Finance Risk Monitor 2026
Abstract
As highlighted in the G20/OECD High-Level Principles on Financial Consumer Protection, accessible and efficient mechanisms that address and resolve consumer complaints are a key component of effective financial consumer protection frameworks. Principle 12 on Complaints Handling and Redress specifically notes that countries should ensure consumers have access to adequate complaints handling and redress mechanisms that are accessible, affordable, independent, fair, accountable, timely and efficient. They should leverage technology where appropriate and take into account the needs of consumers, including those who may be vulnerable. Such mechanisms should include both internal processes within financial services providers and intermediaries (firms) as well as an independent redress process – such as a supervisory authority or an alternative dispute resolution (ADR) scheme – to address complaints that cannot be efficiently resolved at the first stage. Principle 12 also stipulates that aggregate information on consumer complaints and their resolutions should be made publicly available (OECD, 2022[1]).
An effective complaints handling regime helps promote trust and fairness in financial markets for consumers and is an area of ongoing interest for policymakers, regulators and supervisors. For example, FinCoNet (an international network of market conduct supervisory authorities) has addressed the role of supervisory authorities in overseeing consumer complaints handling by firms as part of the fundamentals of market conduct supervision (FinCoNet, 2025[2]). Additionally, many jurisdictions are showing growing interest in enhancing or establishing formal ADR schemes as independent and accessible mechanisms for consumer redress. These schemes provide an alternative to formal court systems, which often involve high legal fees and long wait times for decisions. For example, the Istituto per la Vigilanza sulle Assicurazioni (Institute for the Supervision of Insurance) in Italy introduced a new insurance arbitrator to handle out-of-court disputes specifically related to the insurance industry in 2025 (IVASS, 2025[3]). Additionally, the Alternative Banking Dispute Resolution Centre in Romania introduced a financial education component in 2025, to better equip consumers in navigating interactions with firms.
Beyond the immediate benefit of resolving consumer complaints, effective complaints handling processes involve the systematic collection of complaints data, which enables detailed, comprehensive analysis when disaggregated. This data delivers significant benefits to policymakers, regulators, supervisors, firms and consumers. For example, examining complaints data facilitates the identification of systemic issues and trends in financial markets and business practices that may be harming consumers (Australian Financial Complaints Authority, 2023[4]). The use of complaints data also enables risk prioritisation, as such data can identify areas for thematic reviews and determine where stronger supervisory action can be taken (CGAP, 2022[5]). For firms, standardised procedures for collecting information on complaints allows for efficiency, fairness and standardisation of complaint resolutions and decisions (World Bank, n.d.[6]). It also helps firms identify systemic issues or areas of improvement in products or services (Financial Conduct Authority, 2024[7]). Lastly, publishing complaints data (often by the supervisory authority or the ADR scheme) can help consumers make more informed decisions about products and services in the market (Consumer Policy Research Centre, 2024[8]).
It is important to note that complaints data may not be fully representative of all consumers. Socio-economic factors and individual characteristics can make some consumers less inclined to lodge complaints than others. In addition, an increase in complaint volumes does not necessarily reflect greater consumer harm; it may instead indicate improved awareness of available redress mechanisms or growing confidence in their effectiveness.
This chapter reports findings on complaints data across five product sectors: banking and payments; consumer credit; insurance; investments and pensions. The chapter first presents aggregate trends in the volume of consumers complaints received by firms, ADR schemes and supervisory authorities from 2024 to 2025, compared with trends from the reporting period of the Consumer Finance Risk Monitor 2024. Next, the chapter discusses the top five subjects of consumer complaints in each of the five product sectors.
Figure 6.1 shows the percentage of respondents reporting that the number of complaints had increased, stayed the same or decreased between 2024 and 2025 (light blue columns), alongside the corresponding percentages for 2021-2022 (dark blue squares). As shown, the total volume of consumer complaints received by firms or ADR schemes increased in half of the reporting jurisdictions from 2024 to 2025. This is a decrease relative to results from the Consumer Finance Risk Monitor 2024, in which roughly three-quarters of respondents reported increases in these complaints from 2021 to 2022 (OECD, 2024[9]). However, the proportion of jurisdictions reporting higher complaint volumes received by supervisory authorities grew to almost 70% for the 2024-2025 period. This reflects an increase from the 59% reported in the Consumer Finance Risk Monitor 2024, which assessed changes between 2021 and 2022. Taken together, these shifts suggest an increasing trend in complaints directed at supervisory authorities, relative to firms and ADR schemes.
Percentage of respondents reporting that complaints had increased, stayed the same or decreased from 2024 to 2025, compared to the reporting period of the 2024 edition (2021 to 2022), by recipient of complaint.
Note: ADRs = alternative dispute resolution schemes. Percentages may not sum to 100 due to rounding. Data was provided in response to a question asking respondents to indicate whether the total number of complaints received from consumers (across all products and sectors regulated) increased, stayed the same or decreased in the requested years. For the most recent year (2024 to 2025, to date), 28 respondents provided an answer regarding complaints received by firms, 27 regarding complaints received by ADR mechanisms, and 40 regarding complaints received by supervisory authorities.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2023 & 2025.
Top subjects of consumer complaints received by firms, ADR schemes and supervisory authorities in 2025
Note: Horizontal bars represent the share of respondents who ranked this subject of complaints among the top five in their jurisdiction in 2025. Categories equally selected were assigned the same ranking number.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2023 & 2025.
Within the banking and payments sector, scams and frauds were the most common subject of consumer complaints received by firms, ADR schemes and supervisory authorities (Figure 6.2). Among supervisory authorities and ADR schemes, the second most common subject of consumer complaints was issues with specific transactions, transfers and payments. In the Consumer Finance Risk Monitor 2024, this was the most common subject of consumer complaints across all types of recipients and has since dropped to the fourth most frequent subject of complaints received by firms (OECD, 2024[9]).
As noted in Chapter 5, scams and frauds involving banking and payment services remain a key concern for authorities. Scams and frauds were also identified as the most significant risk stemming from the operating environment (Chapter 2), which further underscores jurisdictions’ recognition of this risk and its potential impact on financial consumers.
In Finland, for example, consumers frequently filed complaints regarding slow customer service and response times, telephone queues, difficulties accessing in-person services (such as limited operating hours) and problems related to digital services. In the Netherlands, consumers lodged complaints about the blocking and closing of bank accounts by banks.
Table 6.1 presents the average annual percentage change in the number of consumer complaints received in the banking and payments sector between 2020 and 2025, split by the recipient of the complaint (firms, ADR schemes and supervisory authorities). The volume of complaints received by ADR schemes and supervisory authorities increased from 2023 to 2024, while the volume of complaints received by firms decreased.
Note: Data points identified as outliers were omitted from this calculation for consistency. Data not available for 2022 to 2023.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2023 & 2025.
Data on complaints received by financial services providers and ADR schemes in the banking and payments sector were not available for 2025 at the time of reporting. For complaints received by supervisory authorities, partial 2025 data indicate an estimated average increase of 3% compared to 2024. This estimate is based on linear extrapolation using year-to-date data provided by 28 jurisdictions.
Top subjects of consumer complaints received by firms, ADR schemes and supervisory authorities in 2025
Note: Horizontal bars represent the share of respondents who ranked this subject of complaints among the top five in their jurisdiction in 2025. Categories equally selected were assigned the same ranking number.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2025.
Across the three recipient types, the most common topic of complaints in the consumer credit sector was fees, charges and poor value for money (Figure 6.3). Lack of disclosures, debt collection practices, scams and frauds, and quality of customer service were also common subjects of complaints.
In relation to credit cards, Hong Kong (China) reported complaints concerning unauthorised transactions and the operation of credit card reward schemes. Similarly, Brazil noted that complaint volumes reflected persistent issues related to transparency, suitability and customer service. Australia indicated that products frequently used by low-income and vulnerable consumers tend to generate higher levels of consumer complaints and highlighted that fringe lenders often serve these cohorts.
Debt collection practices were among the top subjects of complaints received by ADR schemes and supervisory authorities regarding the consumer credit sector. Indeed, debt collection is an area that has potential for significant misconduct and consumer harm (FinCoNet, 2025[10]). Consumers may, for instance, be unaware of their rights or have inadequate information to verify the debtor and debt amount, leaving them vulnerable to unfair treatment. As noted by Romania, sudden increases in complaints about debt collection practices (including aggressive collection practices) and arrears may be early warning indicators of declines in financial resilience among consumers.
Table 6.2 presents the average annual percentage change in the number of consumer complaints received in the consumer credit sector between 2020 and 2025, split by the recipient of the complaint (firms, ADR schemes and supervisory authorities). Complaints received by ADR schemes and supervisory authorities increased from 2023 to 2024, while complaints to firms decreased slightly.
Note: Data points identified as outliers were omitted from this calculation for consistency. Data not available for 2022 to 2023.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2023 & 2025.
Similar to banking and payments, comprehensive data on consumer credit-related complaints received by firms and ADR schemes in 2025 was not available at the time of data reporting. Estimated projections of consumer credit-related complaints received by supervisory authorities in 2025 indicate an average increase of 21% from 2024. This estimate is based on data provided by 26 jurisdictions.
Top subjects of consumer complaints received by firms, ADR schemes and supervisory authorities in 2025
Note: Horizontal bars represent the share of respondents who ranked this subject of complaints among the top five in their jurisdiction in 2025. Categories equally selected were assigned the same ranking number.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2025.
Claims handling and contractual clauses were the top two subjects of insurance-related complaints across all three recipient types (Figure 6.4). These top subjects are identical to those identified in the Consumer Finance Risk Monitor 2024 (OECD, 2024[9]).
Respondents noted that complaints related to claims handling spanned a range of insurance products, including motor insurance, health insurance and home buildings insurance. Complaints on claims handling can arise from issues such as the denial of claims or disagreements in the valuation of damages. These may be indicative of other issues, such as mis-selling of products or unsuitable product designs (OECD, 2024[9]).
Table 6.3 presents the average annual percentage change in the number of consumer complaints received in the insurance sector between 2020 and 2025, split by the recipient of the complaint (firms, ADR schemes and supervisory authorities). On average, the number of complaints received by firms and supervisory authorities did not change significantly from 2023 to 2024. However, the average volume of complaints received by ADR schemes increased by 21%.
Note: Data points identified as outliers were omitted from this calculation for consistency. Data not available for 2022 to 2023.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2023 & 2025.
Similar to the other categories, data for 2025 was not sufficient to calculate projected trends in complaints received by firms and ADR schemes between 2024 and 2025. Based on data from 21 jurisdictions, it is estimated that complaints received by supervisory authorities increased by an average of 7% between 2024 to 2025.
Top subjects of consumer complaints received by firms, ADR schemes and supervisory authorities in 2025
Note: Horizontal bars represent the share of respondents who ranked this subject of complaints among the top five in their jurisdiction in 2025. Categories equally selected were assigned the same ranking number.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2025.
As shown in Figure 6.5, the top subjects of complaints in the investment sector vary by recipient of the complaint. The most common subject of complaints to firms was fees and charges or poor value for money, which was the second most common topic of complaints received by supervisory authorities and ADR schemes. Lack of disclosures was the most common subject of complaints received by supervisory authorities, and the second most common type of complaints received by firms and ADR schemes. Advice and mis-selling was the top subject of complaints received by ADR schemes.
Table 6.4 presents the average annual percentage change in the number of consumer complaints received in the investments sector between 2020 and 2025, split by the recipient of the complaint (firms, ADR schemes and supervisory authorities). The number of investment-related complaints received by firms increased from 2023 to 2024, while the number of complaints received by ADR schemes and supervisory authorities decreased during this period. Based on linear extrapolation of year-to-date figures from 17 jurisdictions, it is estimated that investment-related complaints to supervisory authorities increased by an average of 6% between 2024 and 2025.
Note: Data points identified as outliers were omitted from this calculation for consistency. Data not available for 2022 to 2023.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2023 & 2025.
Top subjects of consumer complaints received by firms, ADR schemes and supervisory authorities in 2025
Note: Horizontal bars represent the share of respondents who ranked this subject of complaints among the top five in their jurisdiction in 2025. Categories equally selected were assigned the same ranking number.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2025.
In the pensions sector, issues related to fund withdrawals were the top subject of consumer complaints across all three types of recipients (Figure 6.6). Lack of disclosure of information was the second most common subject of consumer complaints received by ADR schemes and supervisory authorities, and the fourth most common received by firms.
Table 6.5 presents the average annual percentage change in the number of consumer complaints received in the pensions sector between 2023 and 2025, split by the recipient of the complaint (firms, ADR schemes and supervisory authorities).1 Pension-related complaints to ADR schemes and supervisory authorities fell between 2023 and 2024, while complaints received by firms increased during this period. Based on data from 17 jurisdictions, it is estimated that average change in complaints received by supervisory authorities decreased by an average of 7% between 2024 and 2025.
Note: Data points identified as outliers were omitted from this calculation for consistency.
Source: OECD Consumer Finance Risk Monitor Reporting Template 2025.
References
[4] Australian Financial Complaints Authority (2023), Using complaints data to improve customer experience, https://www.afca.org.au/members/news/using-complaints-data-to-improve-customer-experience.
[5] CGAP (2022), Tool 2: Analysis of Complaints Data, https://www.cgap.org/sites/default/files/research_documents/2022_02_MMT_2_Analysis_Complaints_Data.pdf.
[8] Consumer Policy Research Centre (2024), Am I the only one? How regulators can use complaints data to help, https://cprc.org.au/wp-content/uploads/2024/09/CPRC_Am-I-the-only-one_Report_FINAL.pdf.
[7] Financial Conduct Authority (2024), Complaints and root cause analysis: good practice and areas for improvement, https://www.fca.org.uk/publications/good-and-poor-practice/complaints-and-root-cause-analysis-good-practice-and-areas-improvement.
[2] FinCoNet (2025), Approaches to handling consumer complaints, including applicable legal, regulatory and supervisory frameworks, https://www.finconet.org/en/publications/2025/Approaches-to-handing-consumer-complaints,-including-applicable-legal,-regulatory-and-supervisory-frameworks.html.
[10] FinCoNet (2025), Fair treatment of customers in debt collection: the role of conduct supervisors, https://www.finconet.org/en/publications/2025/Fair-treatment-of-consumers-in-debt-collection-the-role-of-conduct-supervisors.html.
[3] IVASS (2025), Provision no. 160 of 7 October 2025, https://www.ivass.it/normativa/nazionale/secondaria-ivass/amministrativi-provv/2025/provv.160/index.html?dotcache=refresh.
[9] OECD (2024), Consumer Finance Risk Monitor, OECD Publishing, Paris, https://doi.org/10.1787/047b2ea6-en.
[1] OECD (2022), G20/OECD High-Level Principles on Financial Consumer Protection 2022, OECD Publishing, https://doi.org/10.1787/48cc3df0-en.
[6] World Bank (n.d.), Complaints Handling and Dispute Resolution, https://digitalfinance.worldbank.org/topics/financial-consumer-protection/complaints-handling-and-dispute-resolution.
← 1. Too few responses were provided via the 2023 Reporting Template to calculate a sufficiently representative average change in the number of complaints in the pensions sector by recipient of complaint. Thus, the table that appears in prior sections of this chapter with the earlier data was not reproduced for this section on the pensions sector.