Complaints Data

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%