237583f0-8bb6-46bb-bf28-bd8975c2ea23.xls XML Import Template Printed on 1/9/2012
Complaints Return (Disp 1 Ann 1R)
GROUP REPORTING A
1 Does the data reported in this return cover complaints relating to more than
one entity? (NB: You should always answer "No" if your firm is not part of a
group)
Column1 Column2 Column3 Column4 Column5 Column6 Column7 Column8 Column9 Column10 Column11 Column12
If 'Yes' then list the firm reference numbers (FRNs) of all of the additional 111111
FRN
NIL RETURN DECLARATION
2 We wish to declare a nil return
(if yes, leave questions 3A to 33E blank)
RETURN DETAILS REQUIRED
3 Total complaints outstanding at reporting period start date
Complaints closed and total redress paid during the reporting period
A B C D E
paid (single units)
closed > 8 weeks
Total complaints
closed within 4
within 8 weeks
upheld by firm
closed > 4 but
Total redress
Complaints
Complaints
Complaints
Product/service grouping
weeks
4 Banking
5 Home finance
6 General insurance & pure protection
7 Decumulation, life and pensions
8 Investments
Complaints opened
A B C D E
Advising, selling
General admin/
disputed sums/
Arrears related
and arranging
Product/ser
Terms and
Product/service
customer
vice
charges
service
grouping
Other
9 Current accounts
10 Credit cards
Banking
11 Unregulated loans
12 Savings (inc Cash ISA) and other banking
13 Equity release products
14 Home Impaired credit mortgages
15 finance Other regulated home finance products
16 Other unregulated home finance products
17 Payment protection insurance
General
18 Other general insurance
insurance &
19 Critical illness
pure
20 Income protection
protection
21 Other pure protection
22 Personal pensions and FSAVCs
23 Decumulati Investment linked annuities
24 on, life and Income drawdown products
25 pensions Endowments
26 Other decumulation, life and pensions
27 Investment bonds
28 PEPs/ISAs (exc. Cash ISAs)
29 Investment trusts
Investment
30 Unit trusts/OEICs
s
31 Structured products
32 Other investment products/funds
33 Investment management/services (inc. platforms)
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