Due to essential maintenance, online quotes and sales for Over 50s Life Cover, Over 50s and Bond self-service, and some Child Trust Fund payment pages will be unavailable throughout the morning of Sunday 26th February. We're sorry for any inconvenience caused.

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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

Group: Not applicable

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

Period covered in this report: 1st July 2016 to 31st December 2016

Family Assurance Friendly Society Complaints Table 1st July 2016 to 31st December 2016

If you are having trouble viewing this table, click here.

* 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 July 2016 to 31st December 2016

Family Equity Plan Limited Complaints Table 1st July 2016 to 31st December 2016

If you are having trouble viewing this table, click here.

* 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. For Family Assurance Friendly Society it includes our Tax Exempt Savings Plans, Easy Save, Investment Bonds, Pension, Annuities and our Over 50s Life Cover.