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/ customer service |
| 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: