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 January to 31 July 2025

Number of complaints opened by volume of business

 

Product / service grouping

Provision (at reporting period end date)

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

Home finance

N/A
per 1000 balances outstanding

N/A

N/A

N/A

N/A

N/A

N/A

Insurance &
pure protection

2.16
per 1000 policies in force

263

315

24%

53%

48%

 General admin / customer service

Decumulation and pensions

1.24
per 1000 policies in force

332

373

22%

57%

70%

General admin / customer service

Investments

0.35
per 1000 client accounts

81

99

11%

64%

68%

General admin / customer service

Credit related

N/A
(Recommended only) per 1000 accounts
/ loans

N/A

N/A

N/A

N/A

N/A

N/A