MISL Complaints data 1 July – 30 December 2018
We are required by the FCA to provide details of the number of complaints opened and closed during the period, as below.
Main cause of complaints opened
|Number of complaints opened by volume of business|
|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|
|Insurance and pure protection||1.66 per 1000 policies in force||2869||2449||18.99%||77.61%||56.28%||General admin/Customer service|
|Credit Related||0.01 per 1000 policies in force||9||10||-||-||60%||-|
We aim to deal with your complaints as swiftly as possible and will acknowledge all complaints within 5 working days and endeavour to deal with your complaint within 4 weeks. We have a dedicated team of handlers who will review and investigate the circumstances of your complaint and unless in exceptional situations, will ensure you receive a final response with 8 weeks. A copy of our full complaint procedure is available here.
We constantly review and analyse complaints made by our customers and strive to improve our customer service. We are pleased with the positive feedback we receive from our customers and dedication of our customer service staff.