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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 FCA.

Complaints data

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

Period covered in this return: 1st January 2013 – 30th June 2013

The brand / trading names 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, Mortgage Agency Services 1 Ltd, Mortgage Agency Services 2 Ltd, Mortgage Agency Services 4 Ltd, Mortgage Agency Services 5 Ltd, Mortgage Agency Services 6 Ltd, Mortgage Agency Services 7 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 30,962 29,929 98.27% 44.69%

To put these figures into context this represents 2.54 complaints, reportable to the FCA per thousand live policies, accounts or investment products 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 January – 30th June 2013
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
9,543
10,103
98.40%
41.65%
Home Finance
1,425
1,472
98.91%
32.00%
General Insurance & Pure Protection (incl PPI complaints)
12,917
10,372
99.55%
52.61%
of which PPI complaints
12,720
10,171
99.56%
53.48%
Decumulation, Life & Pensions
142
140
82.86%
12.14%
Investments
28
33
96.97%
30.30%

To put these figures into context 3.38 complaints were received per thousand live policies, accounts or investment products during the reporting period.
Excluding PPI related complaints this equates to 1.59 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 covered in this return: 1st January - 30th June 2013
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
476
477
96.65%
26.83%
Decumulation, Life & Pensions
1,560
1,583
95.77%
30.89%
Investments
122
118
94.07%
24.58%

To put these figures into context less than 1 complaint (0.68) was received per thousand live policies, accounts or investment products 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 2013
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
3535
4403
97.09%
52.24%
Decumulation, Life & Pensions
N/A
N/A
N/A
N/A
Investments
N/A
N/A
N/A
N/A

To put these figures into context 2.20 complaints were received per thousand live policies, accounts or investment products 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 (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.