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.
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 Equity Plan Limited
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 2024 to 31st December 2024
| 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 | 0.78 per 1000 client accounts | 219 | 219 | 64% | 36% | 41% | 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 | 0.66 per 1000 client accounts | 611 | 599 | 56% | 44% | 53% | Other general admin / customer service |
| Credit related | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
| Claims Management | 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.
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 July 2024 to 31st December 2024
| 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 | 1.44 complaints per 1000 policies in force | 429 | 397 | 55% | 45% | 61% | Other general admin / customer service |
| Decumulation and pensions | 0.8 complaints per 1000 policies in force | 5 | 5 | N/A** | 100% | 20% | Other general admin / customer service |
| Investments | 0.69 complaints per 1000 client accounts | 95 | 85 | 56% | 44% | 53% | Other general admin / customer service |
| Credit related | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
| Claims Management | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
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