UK complaints data
January to June 2024
In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. This includes capturing expressions of dissatisfaction and aiming to resolve complaints within eight weeks. If complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.
Number of complaints opened by volume of business
| Product / service grouping | Provision per '000 (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 | N/A | N/A | N/A | N/A | N/A | N/A |
| Home finance | 0 | 1 | 1 | 0% | 100% | 0% | Advising selling and arranging |
| Insurance and pure protection | 0.31 | 390 | 410 | 14% | 85% | 53% | General admin/ customer service |
| Decumulation and pensions | 4.19 | 406 | 407 | 11% | 82% | 77% | General admin/ customer service |
| Investments | 2.97 | 570 | 575 | 17% | 82% | 77% | General admin/ customer service |
| Credit related | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Totals | 0.89 | 1367 | 1393 | 14% | 83% | 70% | General admin/ customer service |
To put the above figures into context, as of 30th June 2024 we had recorded:
1 Home Finance account complaints against a total of 0 policies. For every 1,000 accounts we received 0 complaints.
390 Insurance and Pure Protection complaints against a total of 1,239,576 policies. For every 1,000 accounts we received 0.31 complaints.
406 Decumulation, Life and Pensions complaints against a total of 96,976 policies. For every 1,000 accounts we received 4.19 complaints.
570 Investment complaints against a total of 191,800 policies. For every 1,000 accounts we received 2.97 complaints.
More about who we are and how we operate
Scottish Friendly is a mutual run for the benefit of its members. We're dedicated to the efficient provision of financial products and services.
