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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 table below outlines the information submitted to the FCA.

Complaints data

Firm name: The Co-operative Bank plc

Period covered in this return: 1st July – 31st December 2013
Brand / trading names covered: The Co-operative Bank, Britannia, smile

Product / Service Grouping*Number of complaints openedNumber of complaints closedComplaints closed within 8 weeks (%)Closed complaints upheld by firm (%)
Banking
10,337
10,460
98.73%
41.67%
Home Finance
1,092
1,196
99.83%
30.10%
General Insurance & Pure Protection (incl PPI complaints)
15,902
17,716
95.83%
63.74%
Decumulation, Life & Pensions
105
98
82.65%
11.22%
Investments
24
26
100%
38.46%

To put these figures into context just over 4 complaints (4.00) were received per thousand live policies, accounts or investment products during the reporting time period.
Excluding PPI related complaints this equated to under 2 (1.69) complaints per thousand live policies, accounts or investment products.  This is down from 1.74 complaints (excluding PPI) per 1,000 accounts from the same period in 2012.

*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: 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.