Insurance Complaint; Consumer Confidence Drop; Unwanted Parcel Lockers

Returning home from a holiday to discover your home has been flooded with sewage water may sound like one of the worst things imagainable. But for Nicholas and Louisa Scarr it was just the beginning of a 14 month battle with their insurer Lloyds Banking Group to get their home back. We hear their story and what it tell us about how the insurance market is functioning right now with Sam Richardson from consumer group Which? and Chris Bose from the Association of British Insurers.

Please note: One of the figures supplied by the Financial Conduct Authority that we quoted in this story, relating to insurance complaints levels, was incorrect. It was initially stated that complaints about insurance had increased by 10%. This was correct at the time of broadcast, based on FCA data. Since the programme was broadcast - the FCA have revised and corrected these figures. We now know insurance complaints actually fell by more than 4.6% for the period in question.

The FCA say:
"Following our investigation into a reporting anomaly in one firm’s complaints return, we have updated the H1 2025 and H2 2025 data. Complaints about motor insurance, and insurance and pure protection are lower as a result, and other figures have been revised to reflect minor updates from firms."

We also look into why consumer confidence has dropped at its fastest rate in four years and to its lowest level in three. That's according to a survey from accountancy firm PwC. We'll hear from Kien Tan from PwC plus some shoppers in Greater Manchester about how confident they are feeling about their finances right now.

Parcel lockers have made sending and receiving packages easier and more conveneient for many people. But how would you feel if an eight foot parcel locker appeared outside your home without warning? We hear how parcel lockers are expanding rapidly and on occasion appearing places where they are unwanted.

PRODUCER: CATHERINE EARLAM
PRESENTER: WINIFRED ROBINSON