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 1 July to 31 December 2018

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

270

274

19%

77%

15%

Unsuitable advice

Decumulation and pensions

1.41
per 1000 policies in force

N/A
per 1000
policies sold

192

214

33%

57%

41%

Delays / Timescales

Investments

10.61
per 1000 client accounts

N/A
per 1000 sales or equivalent transactions

229

246

33%

67%

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