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 and how quickly we dealt with them.
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 | 3.78 per 1000 accounts | N/A | 50,586 | 56,058 | 3.42% | 79.75% | 32.29% | Product performance / features |
| Credit related | N/A | N/A | 630 | 977 | N/A | N/A | 38.17% | N/A |
| Investments | 0.74 per 1000 policies in force | N/A | 165 | 167 | 8.98% | 83.83% | 37.12% | Delays / Timescales |
| Decumulation and pensions | 0.35 per 1000 policies in force | N/A | 1 | 1 | 100% | 0.00% | 0.00% | Errors / Not following instructions |