Firm reporting period: 2025-07-01 to 2025-12-31
Official complaint trends and same-category comparisons for this FCA legal reporting entity.
The complaint rate is above peers and complaint resolution is faster; all have improved over the selected period.
Insurance and pure protection. Figures are limited to this FCA product group and compared only with other reporters in the same group. History: 2024 H2 to 2025 H2 FCA releases. Release labels may differ from a firm’s reporting dates.
| Indicator | Current value | Compared with peers | Compared with 2024 H2 |
|---|---|---|---|
| Complaint ratePer 1,000 accounts or policies | 4.22 | UnfavourablePeer average 3.40 · 110 firms | Improved19% lower |
| Intermediation complaint ratePer 1,000 products sold or arranged | 7.62 | FavourablePeer average 10.78 · 63 firms | Improved16% lower |
| Closed within 3 daysShare of complaints closed | 76.27% | FavourablePeer average 33.20% · 148 firms | ImprovedUp 9.01 percentage points |
| Closed within 8 weeksShare of complaints closed | 99.78% | FavourablePeer average 93.14% · 148 firms | ImprovedUp 0.28 percentage points |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 9,798 | 4,314 (146 firms) | FCA reported |
| 2025 H1 | 9,569 | 4,202 (152 firms) | FCA reported |
| 2025 H2 | 8,517 | 3,780 (162 firms) | FCA reported |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 67.26% | 30.76% (140 firms) | FCA reported |
| 2025 H1 | 71.97% | 31.96% (145 firms) | FCA reported |
| 2025 H2 | 76.27% | 33.20% (148 firms) | FCA reported |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 42.68% | 45.38% (138 firms) | FCA reported |
| 2025 H1 | 46.17% | 44.06% (146 firms) | FCA reported |
| 2025 H2 | 43.65% | 45.29% (149 firms) | FCA reported |
| Period | Company | Other firms’ average | Source type |
|---|---|---|---|
| 2024 H2 | 5.24 | 2.96 (98 firms) | FCA reported |
| 2025 H1 | 4.77 | 376.03 (106 firms) | FCA reported |
| 2025 H2 | 4.22 | 3.40 (110 firms) | FCA reported |
Official observations and clearly labelled calculations from published FCA product figures are shown. Other gaps remain gaps. Raw complaint counts and upheld rates are context only. View FCA release details.
Peer averages are unweighted and exclude this company. Same-category firms may differ in business mix. Raw counts and upheld rates are context only, not quality ratings.
Complaints per 1,000 accounts or policies. Lower can be favourable only when compared with a genuinely similar business.
FCA reportedComplaints per 1,000 products sold, advised on or arranged. It uses a different denominator from provision data.
FCA reportedA raw count. Larger businesses commonly receive more complaints, so this is not a ranking measure.
FCA reportedA raw count of complaints closed during the period. It may include complaints opened earlier.
FCA reportedThe share closed within three days. Higher is generally favourable, subject to reporting scope.
FCA reportedBehind Your Money calculation adding the FCA's two published closure bands.
Behind Your Money calculationThe share closed after three days but within eight weeks.
FCA reportedContext only. A lower upheld rate is not automatically evidence of better complaint handling.
FCA reportedSource
FCA firm-level complaints data 2025 H2. The FCA source remains authoritative.
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