Complaints Data

We aim to provide a high level of customer service.

Please find details of the number of complaints we deal with below:

Complaints figures from July to December 2011

	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
General Insurance & Pure Protection	769	798	90.5%	50.8%

The 769 complaints are from just over 689,000 policies, which works out at less than one complaint for every 895 policies held (complaints received in the six months to 31 December 2011 and policy numbers as at 31 December 2011).

Definition

We've used the definition "General Insurance & Pure Protection" set by the Financial Services Authority (FSA) in the table above. The definitions are designed so you can compare complaints across different companies. General Insurance & Pure Protection includes complaints about our motor insurance and property insurance policies.

Previous complaints data (click to expand)

January to June 2011

Complaints figures from January to June 2011

	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
General Insurance & Pure Protection	725	644	87.4%	60.7%

The 725 complaints are from over 690,000 policies, which works out at less than one complaint for every 950 policies held (complaints received in the six months to 30 June 2011 and policy numbers as at 30 June 2011).