We are required to publish data on the complaints we have received and resolved. The definition of a complaint is any expression of dissatisfaction. We take any complaint we receive seriously and strive to reach a speedy and fair conclusion.
General insurance and pure protection.
| Period |
Complaints opened |
Total closed |
Closed <8 weeks |
Percentage closed <8 weeks |
Total upheld |
Percentage upheld |
| 02/07/10- 01/01/11 |
3137* |
3032** |
3001 |
99% |
1298 |
43% |
| 02/01/11- 01/07/11 |
3991*** |
3820**** |
3782 |
99% |
1511 |
40% |
| 02/07/11- 01/01/12 |
2840† |
3530º |
3411 |
97% |
1402 |
40% |
This table is the suggested format from the FSA.
* 57.9 complaints per £1 million of annual income
** 55.9 complaints per £1 million of annual income
*** 73.7 complaints per £1 million of annual income
**** 70.5 complaints per £1 million of annual income
† 54.2 complaints per £1 million of annual income
º 67.4 complaints per £1 million of annual income