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Complaints handling procedure

Your complaints give us the chance to address your issue and improve the service we provide all our members. We recognise that it's important to deal with your concerns fairly and transparently, and ensure that you're satisfied with the resolution.

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There is a central European ‘portal’ which can redirect a complaint to the appropriate industry Ombudsman (e.g. Financial Ombudsman Service). This is aimed at helping EU residents who purchased a product online from a provider based in another EU country. It is always best to contact the product provider first but for further information go to http://ec.europa.eu/consumers/odr/

Complaints publication report

Financial Services firms regulated by the Financial Conduct Authority are required to publish complaints information if they receive more than 500 complaints in the most recent six month period.

The tables below show complaints information for Family Assurance Friendly Society and Family Equity Plan.

Family Assurance Friendly Society

Firm name: Family Assurance Friendly Society Limited

Group: Not applicable

Other firms included in this report (if any): None

Period covered in this report: 1st January 2016 to 30th June 2016

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)*
Banking N/A** N/A** N/A** N/A**
Investments N/A** N/A** N/A** N/A**
Home finance N/A** N/A** N/A** N/A**
General insurance and pure protection N/A** N/A** N/A** N/A**
Decumulation, life and pensions 630 645 100% 45.89%

* This is the percentage of complaints where we have found in favour of the complainant.

** Not Applicable means that Family Assurance Friendly Society Ltd do not offer any products under this category.

Family Equity Plan

Firm name: Family Equity Plan Limited

Group: Not applicable

Other firms included in this report (if any): None

Period covered in this report: 1st January 2016 to 30th June 2016

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)*
Banking 1,291 1,329 99.92% 20.69%
Investments 255 270 100% 32.59%
Home finance N/A** N/A** N/A** N/A**
General insurance and pure protection N/A** N/A** N/A** N/A**
Decumulation, life and pensions N/A** N/A** N/A** N/A**

* This is the percentage of complaints where we have found in favour of the complainant.

** Not Applicable means that Family Equity Plan Ltd do not offer any products under this category.

To put the above figures into context:

The complaints above represent 0.1% of the 2,173,091 accounts and plans held by Family Equity Plan Limited and Family Assurance Friendly Society Limited at 30th June 2016. For Family Equity Plan Limited this includes our Child Trust Fund accounts, Junior ISA and Family ISAs, together with ISAs that we manage as part of a relationship with business partners, including the Post Office ISA and AA ISA. For Family Assurance Friendly Society it includes our Tax Exempt Savings Plans, Easy Save, Investment Bonds, Pension, Annuities and our Over 50s Life Cover.

The tables above use terms defined by the Financial Conduct Authority. Complaints information about Cash ISAs and our Cash CTF are included under the heading 'Banking'. Stocks and Shares ISAs, and our Stakeholder Child Trust Funds are included under 'Investments'. Tax Exempt Savings Plans, Regular Saving Endowments, Investment Bonds, Pensions and Annuities, Over 50s Life Cover and Life Insurance are included under 'Decumulation, life and pensions'.