Complaints Statistics

As a member of the FCAs "Treating Customers Fairly" programme, and working in partnership with organisations such as Trading Standards, we aim to operate under the highest standards of Corporate Governance and use best practice at all times.

All customer complaints are taken very seriously and we have a comprehensive process to ensure these are received, assessed and responded to appropriately and fairly.

In addition to complying with legislative and regulatory requirements, we proactively request customer feedback on the quality of products and services provided to ensure continuous learning and improvement.

In accordance with FCA regulations, here are our most recent complaints statistics:

1 July 2012 to 31 December 2012

Number of
complaints opened
Number of
complaints closed
Complaints closed
within 8 weeks
Closed complaints
 upheld by firm (%
General insurance and pure protection 582 627 67% 17%
of which PPI related 567      
Complaints per £1m of annual income 0.0001      
award