Complaints Data

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.

As with other firms and to be transparent we share our complaint volumes every half year in line with Financial Conduct Authority (FCA) regulations. To put our volumes into context, we receive just 1.91 complaints per 1,000 banking accounts and 2.25 complaints per 1,000 home finance accounts.

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 1.91 per 1,000 accounts N/A 472 441 34.92% 64.39% 80.04% Other General admin/ customer service
Home Finance 2.25 per 1,000 balances outstanding N/A 56 59 35.59% 61.02% 52.54% Other General admin/ customer service
Insurance and pure protection 0.09 per 1,000 policies in force N/A 2 1 0% 100% 0% Unsuitable advice
Decumulation and pensions N/A N/A            
Investments N/A N/A            


1) Banking and Credit Cards includes:

  • Current accounts
  • Savings ( including ISAs)

2) Home finance includes:

  • Mortgages

3) Insurance and pure protection includes:

  • Property Insurance
  • Payment Protection Insurance
  • Life Insurance

4) Investments includes:

  • Endowments
  • ISAs (excluding cash ISAs)