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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 2012 – 31st December 2012

The brand / legal entities covered: The Co-operative Bank plc (including smile & Britannia), Co-operative Insurance Society Ltd, CIS General Insurance Ltd, CIS Policyholder Services Ltd, CIS Unit Managers Ltd, The Co-operative Asset Management Ltd, Platform Home Loans Ltd, Co-operative Bank Financial Advisers Ltd.

Product / Service Grouping Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Total 36865 41912 96.92 55.88

To put these figures into context this represents 2.94 complaints, reportable to the FSA per thousand live policies, accounts or investment products (as at September 2012), being received during the reporting time period.

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 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 plc including smile and Britannia

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

Period covered in this return: 1st July - 31st December 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
11027
12373
94.30
 45.41
Home Finance
1317
1458
92.80
43.21
General Insurance & Pure Protection (incl PPI complaints)
16122
19417
99.80
69.77
of which PPI complaints
15930
19206
99.85
70.22
Decumulation, Life & Pensions
231
240
99.17
11.25
Investments
29
24
95.83
29.17
Total
28726
33512
97.46
59.18

To put these figures into context just under 4 complaints (3.90) were received per thousand live policies, accounts or investment products (as at September 2012) during the reporting period. Excluding PPI related complaints this equates to 1.74 complaints per thousand live policies, accounts or investment products.

Co-operative Insurance Society

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

Period Reported: 1st July - 31st December 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
573
557
98.03
29.26
Decumulation, Life & Pensions
1792
1868
92.56
36.30
Investments
150
149
97.32
30.20
Total
2515
2574
94.02
34.42

To put these figures into context just under 1 complaint (0.77) was received per thousand live policies or investment products (as at September 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 July - 31st December 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
4290
4355
94.47
55.36
Decumulation, Life & Pensions
N/A
N/A
N/A
N/A
Investments
N/A
N/A
N/A
N/A
Total
4290
4355
94.47
55.36

To put these figures into context just under 3 complaints (2.65) per thousand live policies (as at September 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 Ltd: this includes life insurance products such as level term assurance, decreasing term assurance and critical illness policies
  • CIS General Insurance Ltd: this includes home, motor, travel and pet insurance products
  • The Co-operative Bank plc: 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 Insurance (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.