Reasons for complaining about voice financial fraud UK 2015

This statistic shows the main reason why customers complained to the Ombudsman Service about a "no hang-up" fraud in the United Kingdom (UK) between 2012 and 2014. It appears that 56% of people who complained about financial fraud via telephone considered that the bank was responsible for the loss and should provide a refund.

Main reasons for complaining to the Financial Ombudsman about a "no hang-up" (vishing) fraud in the United Kingdom (UK) in 2015

Characteristic	Share of complainants
Bank responsible for loss and should provide refund	56%
Bank could have done more to stop the fraud taking place	21%
Bank could have done more to recover the lost funds	7%
Consumer unhappy with customer service received	5%
Consumer unhappy with bank's speed of response	5%
Bank could have done more to warn consumers	4%
Consumer unhappy with operating hours of bank or its fraud team	1%
Other	1%

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Release date

July 2015

More information

Region

United Kingdom

Survey time period

2012 to 2014

Number of respondents

185*

Age group

18 years and older**

Supplementary notes

*Between mid-2012 and the end of 2014, the ombudsman service resolved 185 complaints of financial fraud involving a no hang-up scam, brought by 173 individual consumers.
**80% of affected individuals were over 55.

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