Complaints Publications
Complaints Figures from:
31st December 2019 to 30th December 2020
Complaints Publication Report
We want all our customers to have a positive experience when using our services. Our aim is to treat customers fairly and improve their overall customer service, we treat all customer complaints seriously and have a dedicated complaints team.
We believe that by reacting to and making improvements based on the reasons for the customers complaint, overall will reduce the number of complaints reported and enhance the customer experience for new and existing customers.
We aim to make our documentation clear and easy to follow and as customer data is very important to you and us, we have strict data protection rules in place to protect you.
Please review our website for our terms and conditions.
| Provision (at end of reporting end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Closed within 3 days (%) | Closed After 3 Days but within 8 weeks (%) | Upheld (%) | Main Cause of Complaints opened | |
| Banking and credit cards | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Home finance | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Insurance and pure protection | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Decumulation and pensions | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Investments | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Credit Related | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Claims Management | 22 per every 1000 complaints | N/A | 2,837 | 2,733 | 17% | 83% | 54% | Customer service issues (including call handling) |
| Total | 22 per every 1000 complaints | N/A | 2,837 | 2,733 | 17% | 83% | 54% | Customer service issues (including call handling) |