Latest 2025 data shows equity release complaints remain low, with most issues linked to delays rather than advice. Learn what this means for homeowners.

Equity Release Complaints Continue to Decline in 2025: What Homeowners Should Know
Recent data on equity release complaints provides reassuring insight for homeowners considering later life lending. Figures released for Q3 2025 show that complaint levels within the equity release sector continue to settle after the increases seen in previous years.

For anyone exploring equity release, this data offers valuable perspective on how the industry is performing and what factors truly influence customer dissatisfaction.

Equity Release Performs Well Against Other Mortgage Products
While a total of 85 complaints reviewed by the Financial Ombudsman Service mentioned equity release during Q3 2025, closer analysis revealed that only 34 actually related to equity release products. Of these, just eight complaints were upheld or partially upheld across the first three quarters of the year.

To put this into context:

Only 12% of equity release complaints were upheld or partially upheld
This compares with 32% for first-charge residential mortgages
These figures suggest that equity release continues to generate fewer substantiated complaints than many traditional mortgage products, reinforcing its position as a well-regulated and established financial option for later life.

Delays Were the Main Cause of Upheld Complaints
The majority of upheld complaints did not relate to unsuitable advice or product flaws. Instead, administrative delays were the most common issue.

Examples included:

Slow responses to customer enquiries
Drawdown requests taking longer than expected
Delays when transferring or “porting” equity release plans
Offers expiring due to processing delays, sometimes resulting in higher interest rates
In fact, delays accounted for most of the upheld cases, highlighting the importance of clear communication and realistic expectations throughout the application process.

Increased Focus on Vulnerability and Customer Care
The data also reflects a broader regulatory shift towards improved recognition of customer vulnerability. Recent FCA guidance requires firms to record and assess vulnerability more clearly when handling complaints, with explicit reference to the recognised drivers of vulnerability.

In later life lending, this is particularly important. Changes in health, family circumstances, or financial stability can all affect decision-making. Advisers and providers must demonstrate sensitivity, patience, and appropriate support at every stage.

What This Means for People Considering Equity Release
For homeowners aged 55 and over, the latest figures are largely reassuring:

Equity release complaints remain relatively low
Fully upheld complaints are uncommon
Most issues arise from process delays, not from the suitability of the product itself
This underlines the importance of choosing an adviser who prioritises communication, transparency, and long-term outcomes rather than speed alone.

How My Later Life Approaches Equity Release Advice
At My Later Life, we believe that equity release should be approached with care, clarity, and respect for individual circumstances. Our advice process is built around:

Clear and honest explanations
Managing expectations around timescales
Strong awareness of vulnerability and later life needs
Ongoing support from enquiry through to completion
Our goal is to ensure that every client feels informed, comfortable, and confident in their decision.

Exploring Your Later Life Options?If you’re considering equity release and would like guidance tailored to your personal situation, My Later Life is here to help. Our team offers friendly, no-obligation conversations designed to help you understand your options and make the right choice for your future.

Get in touch with My Later Life today to start a conversation at your own pace.

To see how much you could release click here.