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 31st July 2017 to 30th December 2017

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
2.04
per 1000 policies in force
N/A
per 1000 policies sold
283 282 23% 75% 15% Unsuitable advice
Decumulation and pensions 1.36
per 1000 policies in force
N/A
per 1000
policies sold
192 173 38% 49% 40% Delays / Timescales
Investments 11.67
per 1000 client accounts
N/A
per 1000 sales or equivalent transactions
280 274 30% 67% 9% 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