Complaints Data

For the period 1 April to 30 September 2019

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

Key

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)