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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 January 2012 – 30th June 2012

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 Ltd, The Co-operative Asset Management, Platform Home Loans Ltd, 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 61253 52182 97.9% 61%

To put these figures into context this represents 4.67 complaints reportable to the FSA per thousand live accounts, products or portfolios (as at 31st March 2012) were received during the reporting time period which may include multiple complaint elements for the same customer.

The results above provide an overview of complaints received in respect of all the trading names used by The Co-operative Banking Group. We have split the results of the five 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 January - 30th June 2012
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
15684
13864
97.70%
 45.12%
Home Finance
1455
1189
98.07%
45.16%
General Insurance & Pure Protection (incl PPI complaints)
30819
24200
99.18%
78.76%
of which PPI complaints
30635
24029
99.17%
79.00%
Decumulation, Life & Pensions
174
163
99.39%
14.72%
Investments
106
95
92.63%
51.58%
Total
48238
39511
98.61%
65.62%

To put these figures into context just over 6 complaints (6.2) reportable to the FSA were received per thousand live policies, accounts or investment products (as at 31st March 2012) during the reporting period. PPI complaints have increased by over 19,000 from the second half of 2011 . Excluding PPI, complaint volumes equated to 2.3 reportable complaints per thousand live policies, accounts or investment products.

Co-operative Insurance Society

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

Period Reported: 1st January - 30th June 2012
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
731
709
97.04%
27.93%
Decumulation, Life & Pensions
2679
2467
95.87%
38.27%
Investments
201
197
97.46%
37.06%
Total
3611
3373
96.21%
36.02%

To put these figures into context just over 1 complaint (1.1) reportable to the FSA was received per thousand live policies or investment products (as at 31st March 2012) during the reporting period.

CIS General Insurance Ltd

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

Period covered in this return: 1st January - 30th June 2012
Brand/trading names covered: The Co-operative Insurance

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
7634
7698
94.67%
53.72%
Decumulation, Life & Pensions
N/A
N/A
N/A
N/A
Investments
N/A
N/A
N/A
N/A
Total
7634
7698
94.67%
53.72%

To put these figures into context 4.4 complaints reportable to the FSA per thousand live policies (as at 31st March 2012) were received during the reporting period.

CIS Unit Managers Limited

Firm name: CIS Unit Managers Limited
Group: The Co-operative Banking Group

Period covered in this return: 1st January - 30th June 2012
Brand/trading names covered: CIS Unit Managers Limited

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
N/A
N/A
N/A
N/A
Decumulation, Life & Pensions
N/A
N/A
N/A
N/A
Investments
539
523
97.71%
20.46%
Total
539
523
97.71%
20.46%

To put these figures into context just over 2 complaints (2.4) reportable to the FSA per thousand live policies or investment products (as at 31st March 2012) were received during the reporting period.

Platform Home Loans Limited

Firm name: Platform Home Loans Limited
Group: The Co-operative Banking Group

Period covered in this return: 1st January - 30th June 2012
Brand/trading names covered: Platform

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
548
501
100%
19.76%
General Insurance & Pure Protection
N/A
N/A
N/A
N/A
Decumulation, Life & Pensions
N/A
N/A
N/A
N/A
Investments
N/A
N/A
N/A
N/A
Total
548
501
100%
19.76%

To put these figures into context we received (9.2) complaints per 1,000 live policies or accounts (as at 31st March 2012) were received during the reporting period.

*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.