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Complaints Data

Our customers are at the heart of our business and we strive to put them first in all we do.

Whilst we are proud of our record of high customer advocacy and recognition by external commentators, we also recognise that sometimes things can go wrong.

When it does, we encourage our customers to tell us and we try to put things right as quickly as possible. The feedback we receive from our customers is invaluable and it helps us to shape the way we do things in the future.

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. The information includes details of the number of complaints we receive, how many we've closed and how many we've upheld – found in favour of the customer.

The tables below outline the information submitted to the FSA.

Complaints data

Name: The Co-operative Banking Group
Group: The Co-operative Banking Group

Period covered in this return: 1st July 2011 – 31st December 2011

The brand / trading names covered: The Co-operative Bank (including smile & Britannia), Co-operative Insurance Society, CIS General Insurance, CIS Policyholder Services, CIS Unit Managers, The Co-operative Asset Management, Platform, Co-operative Bank Financial Advisers.

Product / Service Grouping Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Total 32429 37258 80% 58%

To put these figures into context 2.09 complaints per thousand live accounts, products or portfolios (as at 30th September 2011) were received during the reporting time period (up 0.25 compared to the first half of 2011).

The results above provide an overview of complaints received in respect of all the trading names used by The Co-operative Banking Group, formerly known as The Co-operative Financial Services. We have split the results of the three largest trading names, each of which has received over 500 complaints for the last reporting period. These are:

The complaints data for each of these trading names are shown below.

The Co-operative Bank including smile and Britannia

Firm name: The Co-operative Bank plc
Group: The Co-operative Banking Group

Period covered in this return: 1st July 2011 – 31st December 2011
Brand / trading names covered: The Co-operative Bank, Britannia, smile

Product / Service Grouping* Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking
9827
9557
98.04%
 47.88%
Home Finance
1190
1128
99.20%
46.72%
General Insurance & Pure Protection (incl PPI complaints)
11376
16312
57.95%*
71.02%
of which PPI complaints
11198
16131
57.49%*
71.16%
Decumulation, Life & Pensions
111
107
44.86%
23.36%
Investments
16
18
94.44%
33.33%
Total
22520
27122
73.77%
61.64%

To put these figures into context 2.34 complaints per thousand live policies, accounts or investment products (as at 30 September 2011) were received during the reporting time period (up 0.34 when compared to the first half of 2011).

* All Payment Protection Insurance (PPI) complaints received since the outcome of the Judicial Review (20th April) were responded to within the 8 week timescales until the granting of the waiver by the FSA on 15th July which allowed for new cases to be closed within 16 weeks or 12 weeks dependent upon when they were received. The percentage of cases closed within 8 weeks is reflective of cases being put 'on hold' during the period of the Judicial Review or as a result of the extended response timeline granted under the waiver.

Co-operative Insurance Society

Firm name: Co-operative Insurance Society
Group: The Co-operative Banking Group

Period Reported: 1st July 2011 – 31st December 2011
Brand/trading names covered: The Co-operative Insurance, The Co-operative Investments

Product / Service Grouping* Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking
N/A
N/A
N/A
N/A
Home Finance
N/A
N/A
N/A
N/A
General Insurance & Pure Protection
704
722
98.75%
33.52%
Decumulation, Life & Pensions
2352
2396
96.91%
40.19%
Investments
167
160
99.38%
37.50%
Total
3223
3278
97.44%
38.59%

To put these figures into context just under one complaint (0.88) per thousand live policies or investment products (as at 30th September 2011) were received during the reporting time period (no change when compared to the first half of 2011).

CIS General Insurance

Firm name: CIS General Insurance
Group: The Co-operative Banking Group

Period covered in this return: 1st July 2011 – 31st December 2011
Brand/trading names covered: The Co-operative Insurance

Products included:

Product / Service Grouping* Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking
N/A
N/A
N/A
N/A
Home Finance
N/A
N/A
N/A
N/A
General Insurance & Pure Protection
5302
5460
94.65%
60.95%
Decumulation, Life & Pensions
N/A
N/A
N/A
N/A
Investments
N/A
N/A
N/A
N/A
Total
5302
5460
94.65%
60.95%

To put these figures into context 2.89 complaints per thousand live policies or investment products (as at 30th September 2011) were received during the reporting time period (up 0.09 when compared to the first half of 2011).

*Explanation of product/service groupings:

Banking: this includes current accounts, savings accounts, credit cards, unsecured loans

Home Finance: mortgages and home improvement loans

General Insurance & Pure Protection.

  • Co-operative Insurance Society: this includes life insurance products such as level term assurance, decreasing term assurance and critical illness policies
  • CIS General Insurance: this includes home, motor, travel and pet insurance products
  • The Co-operative Bank: this includes home insurance products sold under the Britannia brand.

Payment Protection: this includes all Payment Protection Insurance (PPI), Overdraft Protection Insurance (OPI), Card Protection Insurance (CPI) and Mortgage Payment Protection (MPPI).

Decumulation, Life & Pensions: this includes pension products, with profit endowment products, with profit bonds and annuity products. Decumulation products turn existing capital into income in retirement.

Investments: this includes unit trusts and stock & shares ISA products, investment bonds and personal interest bearing shares.