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.

Download our Complaints Handling Procedure PDF

Contact us

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.

Family Assurance Friendly Society Limited

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 2018 to 30th June 2018

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 N/A** N/A** N/A** N/A** N/A** N/A** N/A**
Home finance N/A** N/A** N/A** N/A** N/A** N/A** N/A**
Insurance and pure protection 1.45 per 1000 per policies in force 243 240 34% 66% 21%* Product performance / features
Decumulation and pensions 1.08 per 1000 policies in force 15 16 19% 81% 56%* Other general admin / customer service
Investments 1.50 per 1000 client accounts 329 334 41% 59% 43%* Other general admin / customer service
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 Assurance Friendly Society Ltd do not offer any products under this category.

The complaints for Family Assurance Friendly Society Limited includes our Junior Bond, Family Bond, Over 50s Life Cover Plan, Easy Save, Junior Easy Save, Protected Investment Bond, Freeway Pension, and other Family Assurance bonds.

 

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 2018 to 30th June 2018

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 1.74 per 1000 accounts 819 825 43% 57% 29%* 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 0.17 per 1000 accounts 224 223 35% 65% 37%* Other general admin / customer service
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, Lifetime 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.