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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 Equity Plan.

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 2017 to 30th June 2017

  Number of complaints opened by volume of business            
Product / service grouping Provision (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 1.90 per 1000 accounts 972 971 61% 39% 40%* Other general admin / customer service
Home finance N/A** N/A** N/A** N/A** N/A** N/A** N/A**
Insurance and pure protection N/A** N/A** N/A** N/A** N/A** N/A** N/A**
Decumulation and pensions N/A** N/A** N/A** N/A** N/A** N/A** N/A**
Investments 0.20 per 1000 client accounts 270 268 56% 44% 48%* Errors / not following instructions
Credit related N/A** N/A** N/A** 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.

The complaints for Family Equity Plan Limited 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.