Regulatory Complaints Data

As part of our regulatory responsibility and commitment to transparency the table below provides a summary of reportable complaints for the stated 6 month period.

Countrywide Assured

Period Covered 30th June 2016 to 31st December 2016

Number of complaints opened by volume of business
Product / service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards N/A
per 1000 accounts
N/A N/A N/A N/A N/A N/A N/A
Home finance N/A
per 1000 balances outstanding
N/A
per 1000
sales
N/A N/A N/A N/A N/A N/A
Insurance &
pure protection
1.9
per 1000 policies in force
N/A
per 1000 policies sold
286 309 32% 64% 8% Unsuitable advice
Decumulation and pensions 1.12
per 1000 policies in force
N/A
per 1000
policies sold
169 154 40% 47% 36% Delays / Timescales
Investments 9.99
per 1000 client accounts
N/A
per 1000 sales or equivalent transactions
319 323 37% 59% 15% Unsuitable advice
Credit related N/A
(Recommended only) per 1000 accounts
/ loans
N/A
(Recommended only) per 1000 sales
N/A N/A N/A N/A N/A N/A