Complaints Review Information

In the period from 1st January 2011 to 30th June 2011 we received 358 complaints, all of which were resolved within 8 weeks.  300 of these were resolved within 4 weeks of receipt.

Of the 358 complaints received:

• 48 complaints were upheld in the policyholders' favour.
• 8 complaints were referred to the Financial Ombudsman Service (with 1 complaint under review at the start of the period)  
• 6 of these were found in the company’s favour,
• 1 in the policyholder’s favour,
• 1 is still under review by the Financial Ombudsman Service.

Each of these cases has been used as part of our ongoing ‘lessons learned’ approach to handling complaints and we will regularly measure the performance of our business and employees in handling complaints against our commitment to treating our customers fairly.

To underpin this we will use this site to report the views of our customers on how successful we have been in delivering on this commitment.

To find out more

3oth October 2011