While we take serious precautions to minimise risk, mistakes will still sometimes happen. There'll be bugs. There'll be delays. There'll be outages. In short, there will be errors which we can't anticipate. But whenever plans don't unfold as expected, we want to do everything possible to listen to you, fix things for you, impress you with how we deal with your complaint and understand how we can do things better next time.
The following table shows how many complaints we received, how quickly we dealt with them, and how we are doing compared to the industry.
We submit this data to the Financial Conduct Authority every six months.
| Product / service grouping | 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 | 6.33 per 1000 accounts | N/A | 36,837 | 34,860 | 6% | 90% | 36% | Disputes over sums/charges |
| Insurance & Pure Protection | 0.40 per 1000 policies in force | 0.81 per 1000 policies sold | 54 | 35 | 0% | 77% | 17% | Other general admin / customer service |
| Industry average for Banking and Credit Cards (1 January and 30 June 2021) | 3.17 per 1000 accounts | 55% | 39% | 55% | ||||
| Industry average for Insurance & Pure Protection (1 January and 30 June 2021) | 3.49 per 1000 policies in force | 52% | 41% | 65% |