FCA Complaints Data
|The National Farmers Union Mutual Insurance Society Limited|
|Period covered: 01/07/2019 - 31/12/2019|
|Number of complaints opened by volume of business|
|Product/service group||Provision (at reporting period end date)||No. of Complaints Opened||No. 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 per 1000 accounts||0||0||N/A||N/A||N/A||N/A|
|Home finance||0 per 1000 balances outstanding||0||0||N/A||N/A||N/A||N/A|
|Insurance & pure protection||2.52 per 1000 policies in force||4,728||4,650||23%||72%||62%||Other general admin/customer service|
|Decumulation, life and pensions||0.78 per 1000 policies in force||95||100||5%||95%||32%||Disputes over sums/charges|
|Investments||1.59 per 1000 client accounts||113||129||7%||93%||32%||
Other general admin/customer service
|Credit related||0 per 1000 accounts/loans||0||0||N/A||N/A||N/A||N/A|
This is the total number of new reportable complaints that we received during the reporting period.
Totals all complaints completed in reporting period. A complaint is considered closed once we have issued a final response to a complainant. This figure may be higher than the number of cases opened as some complaints are opened in one reporting period and closed in another
Complaints closed after 3 days, but within 8 weeks (%)
Under FCA complaint handling rules we have 8 weeks from the date we receive a complaint to provide a final response or explain why we are not yet in a position to respond.
Closed Complaints upheld (%)
Complaints where we find in the customer’s favour.
General Insurance and Pure Protection
Incorporates general insurance products such as home, motor, travel and pet insurance as well as protection products such as income protection, payment protection insurance and critical illness insurance.
Decumulation, Life and Pensions
Incorporates pension products, with profit endowment products, with profit bonds and annuity products. Decumulation products turn existing capital into an income stream, often used during retirement.
Incorporates unit trusts and stock and share ISA products, investment bonds and personal interest bearing shares.
FOS Complaints data
The National Farmers Union Mutual Insurance Society Limited Complaints data for the period 1st January to 30th June 2019.
Number of new cases received by FOS by product/service grouping
|Total number of new cases received||Banking and credit||Mortgages and home finance||General insurance||PPI||Investments||Decumulation, life and pensions|
Percentage of cases resolved by FOS in favour of consumers
|Percentage resolved in favour of consumer||Banking and credit||Mortgages and home finance||General insurance (excluding PPI)||PPI||Investments||Decumulation, life & pensions|
|Average for all businesses||29%||46%||28%||30%||20%||34%||22%|