The trade body has received 2500 complaints concerning mortgages since April 2009, compared to a total of 7500 complaints the previous year.
Problems over amounts payable in interest and charges accounted for the majority of complaints so far this year, comprising of 25% of all disputes, an increase of 10% on 2008.
Misrepresentation in the advice process remained at 8%, while poor customer service accounted for about 15% of complaints this financial year, an increase from 12% last year.
A spokesperson for the body said the increase in complaints over charges had been primarily driven by arrears charges.
Simon Webster, managing director of Facts & Figures, said the statistics proved that consumers recognised the value of advice and were angered by lenders adding fees and charges to mortgages to make profits.
He explained: “Banks and building societies are increasing fees and charges to increase reserves, rebuild balance sheets and make profits and consumers
are correct to complain about this. Lenders may argue that the rise in complaints is due to financial problems, but some offer very poor customer service.”
However, Jock Cassidy, director of Ashley Law, pointed out that the rise in complaints may be linked to an emergence of complaint and claim management firms.
He said: “I am always a bit surprised by the number of complaints surrounding interest and charges because lenders and advisers tell consumers about these charges. I believe the increase may be partly due to claim management firms which persuade borrowers to submit complaints and then keep part of the fee.”
