Some 35% of all the complaints handled by the Credit Department of the NFO’s Banking & Credit Division in the first half of 2026 related to store cards and accounts, suggesting that the cost-of-living crisis is leading to an increase in the use of credit facilities, and resulting in more related complaints.

Personal loans accounted for 27% of complaints handled by the Division in the first half of 2026, with telecoms transactions at 20% and vehicle finance at 15%. These statistics illustrate the changing face of consumer credit, and highlight areas where industry change (and improvements in overall consumer financial literacy) may be required.

Nerosha Maseti, Lead Ombud of the Banking & Credit Division, highlights the growing number of fraud cases as a cause for concern, with scammers seeking to obtain login details and make unauthorised transactions. As consumers continue to embrace digital financial services products, the potential for fraudsters to find new ways to access consumer accounts is ever-present.

Given that certain themes are recurrent amongst the complaints received, stakeholder engagement around finding solutions offers opportunities to mitigate the risks experienced by financial services consumers and service providers alike.

Read more in our BI-Annual Trend Report January – June 2026 →