The Financial Conduct Authority (FCA) require firms to publish a summary of their complaints data when 500 or more complaints are received in a 6 month period. This is to allow for comparisons to be made with other financial services providers as all information must be provided in a consistent way.
In the period 1 April 2019 to 30 September 2019, 80.84% of the complaints we received were related to Mortgage Payment Protection Insurance (MPPI). The deadline for making a complaint related to the sale of a MPPI policy has now passed.
|Product / Service||Provision (at reporting period end date)||Intermediation (within the reporting period)||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Banking and Credit Cards||0.23 per 1,000 accounts||N/A||58||62||27.41%||72.59%||62.07%||General admin/ customer service|
|Home Finance||1.11 per 1,000 balances outstanding||N/A||29||29||3.44%||93.1%||58.62%||General admin/
|Insurance and pure protection||30.92 per 1,000 policies in force||N/A||491||311||0%||94.21%||28.92%||Unsuitable advice|
|Decumulation and pensions||N/A||N/A|
|Investments||96.77 per 1,000 client accounts||N/A||12||12||8.33%||91.67%||0%||Unsuitable advice|
1) Banking and Credit Cards includes:
2) Home finance includes:
3) Insurance and pure protection includes:
4) Investments includes: