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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 Bank plc
Period covered in this return: 1st January 2015  – 30th June 2015
The brand / trading names covered: The Co-operative Bank, Britannia, smile & 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 (%)
Banking

12,666

14,197

98.53%

50.65%

Home Finance

1,663

1,809

99.45%

54.45%

General Insurance & Pure Protection (incl PPI complaints)

5,492

 

5,656

 

99.86%

 

65.33%

 

Decumulation, Life & Pensions

85

83

90.36%

6.02%

Investments

34

36

72.22%

33.33%

Credit-related - - Not applicable -

Putting this into context:

Banking: we received 2.11 complaints per 1000 relevant banking accounts.

Home Finance: we received 10.98 complaints per 1000 relevant home finance accounts.

General Insurance and Pure Protection: we received 5.06 complaints per 1000 relevant general insurance and pure protection products not including PPI. With PPI included we received  87.66 complaints per 1000 relevant accounts.

Decumulation, Life & Pensions and Investments: Co-op Bank continues to resolve complaints relating to advice provided at point of sale for various historic products, which are now either owned or administered by 3rd party firms.

 

Firm name: Platform Home Loans Ltd
Period covered in this return: 1st  January 2015 – 30th June 2015
Brand / trading names covered: Platform Home Loans Ltd

Product / Service Grouping* Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking - - - -
Home Finance

632

598

99.33%

22.07%

General Insurance & Pure Protection (incl PPI complaints) - - - -
Decumulation, Life & Pensions - - - -
Investments - - - -
Credit-related - - - -

Putting this into context:

Home Finance: we received 12.83 complaints per 1000 relevant home finance accounts

 

*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.

Credit-related: this includes debt purchases & credit broking