At L&C, we understand that with the volumes of mortgage and insurance products we arrange, things won’t always go as smoothly as we want every time. Continually improving the service we offer and reducing the number of complaints we receive is very important to us. We regularly review the information we have about your complaints, which helps us to understand how we can make improvements.
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.
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.
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.
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.