Complaints Data Report H1 2023

What we publish

Every 6 months we publish the number of customer complaints we've received for the previous half year. We also put these figures into context using the type of products complained about.

Why we publish

The FCA require us to provide this information directly to them as well as on our own website, just as other firms have to. This data can be used as an indicator of how well we're serving our customers, for comparison purposes and also demonstrates the improvements we're making to reduce the number of complaints we receive.

Firm Name:	London & Country Mortgages Ltd
Group (If Applicable):	N/A
Other firms included in this report (If any):	N/A
Period covered in this report:	01 January 2023 to 30 June 2023
Brands/Trading names covered:	London and Country Mortgages Ltd / L&C

Number of complaints opened by volume of business
Product/Service Group	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
Banking & Credit Cards	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Home Finance	N/A	21.39	543	573	9%	91%	66%	General admin/customer service
Insurance and Pure Protection	N/A	2.75	31	35	17%	83%	49%	Delays/timescales
Decumulation & Pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Investments	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Credit Related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

So that comparisons can be made across firms of different sizes, the figures in the 'Intermediation' column are put into context of 'complaints per 1000 mortgage and insurance policies arranged', all other figures are volumes of complaints within the period covered by the report.

To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.

Industry Data

The Financial Conduct Authority (FCA) publishes firms' complaints figures and provides analysis on the recent industry complaint data. The FCA has recently made some changes to how firms should handle and report complaints. You can find more information about this here

The Financial Ombudsman Service (FOS) also publishes information about how many complaints they receive from firms and the result of these. They also provide guidance on aspects of complaints handling and produce informative publications, putting topical issues under the microscope.

Previous results

Firm Name:	London & Country Mortgages Ltd
Group (If Applicable):	N/A
Other firms included in this report (If any):	N/A
Period covered in this report:	01 July 2022 to 31 December 2022
Brands/Trading names covered:	London and Country Mortgages Ltd / L&C

Number of complaints opened by volume of business
Product/Service Group	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
Banking & Credit Cards	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Home Finance	N/A	28.07	924	1062	7%	92%	64%	General admin/customer service
Insurance and Pure Protection	N/A	2.73	30	36	22%	78%	50%	Errors/not following instructions
Decumulation & Pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Investments	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Credit Related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.

Remortgage deals

First time buyer deals

Moving home deals

Buy to Let deals

Think carefully before securing other debts against your home. Your home or property may be repossessed if you do not keep up repayments on your mortgage.

We're here to offer our customers excellent fee free mortgage advice. Our expert advisers will help you secure the best mortgage deal whether you're a first time buyer, remortgaging your home, buying to let or moving up the property ladder. We'll help you throughout the mortgage process – no hidden costs or surprises, just straightforward, honest, mortgage advice.

Representative example A mortgage of £195,890 payable over 23 years, initially on a fixed rate until 31/12/25 at 5.69% and then on a variable rate of 6.99% for the remaining 21 years would require 26 payments of £1,274.15 followed by 250 payments of £1,417.33. The total amount payable would be £388,459 made up of the loan amount plus interest (£191,570) and fees (£999). The overall cost for comparison is 6.7% APRC representative.

London & Country Mortgages Ltd, Beazer House, Lower Bristol Road, Bath, BA2 3BA is a company limited by shares. Our Companies House number is 1988608. We are also authorised and regulated by the Financial Conduct Authority. Our FCA number is 143002. The FCA does not regulate most Buy to Let mortgages.