What our figures mean.

Period covered in this return: 1 July to 31 December 2013

To help you understand what our figures mean, we have put our complaints in context. There are around 10 million people in the UK who rely on us for protection, savings, investments and retirement income.

  • Within the General Insurance and Pure Protection category , for every 2,000 customers we look after, two customers complained to us
  • Across the Decumulation, Life and Pensions category around thirteen in every 2,000 of our mortgage endowment customers contacted us in this period to complain about the historic sale of endowment products. For all other products in this category, less than two customers in every 2,000 complained to us
  • In the Investment category we received less than two complaints for every 2,000 customers

This excludes Cofunds whose results are reported separately.


If you have any questions about our Complaints Report, please contact us.


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