We take complaints seriously at Stonebridge International Insurance Ltd. and welcome the opportunity to learn from our customers' concerns. You can find out more about our level of recent complaints and how we dealt with them below.
Complaints publication report
We report details of our complaints to the Financial Conduct Authority (FCA) twice a year. This table covers our most recent report - the six-month period from 1 July 2018 to 31 December 2018.
Firm name: Stonebridge International Insurance
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 July 2018 to 31 December 2018
Brand/Trading names covered: Stonebridge International Insurance, Guardian Direct, Stonebridge International Ltd, Coverty Direct
Period covered in this report: 1 July 2018 to 31 December 2018.
|Complaint categories||Provision*||Number of Complaints opened||Number of complaints closed**||Percentage closed within 3 days||Complaints closed after 3 days but within eight weeks||Percentage upheld||Main cause of complaint opened|
|General Insurance and pure protection||0.09||502||544||24.3%||74.6%||33.1%||Advice, selling and arranging|
|Decumulation, life and pensions†||n/a||n/a||n/a||n/a||n/a||n/a||n/a|
* The number of complaints opened per 1,000 policies.
** The number of complaints resolved may be greater than the number received as some of those resolved may have been received in the preceding reporting period.
† We don't have any products which fall into these categories.
Learning from complaints
We're committed to treating our customers fairly and will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future. If you have a complaint, please contact us