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Complaints Data January - June 2017

We always try to put our members and customers first. The feedback we get from our customers is really important. As a business it helps us grow and improve.

Sometimes things can go wrong. If this happens, we always want to know about it. We encourage our customers to tell us so we can put it right as soon as possible.

Every six months we tell the Financial Conduct Authority (FCA) about the complaints we've had from our customers. It includes how many complaints we’ve had, how many we've closed and how many we've upheld.

Complaints Data

The table below outlines the information submitted to the FCA.

Name: CIS General Insurance Limited
Group: Co-op Insurance
Period covered in this return: 1st January 2017 - 30th June 2017
Brand / Trading names covered: The Co-operative Insurance/Co-op Insurance

Table of complaints data
Product / Service Grouping* General Insurance & Pure Protection Credit Related **
Number of complaints opened by volume of business 8.80
per 1,000 policies in force
0.12
per 1,000 policies in force
Number of complaints opened 12,121 170
Number of complaints closed 11,898 151
Percentage closed within 3 days 74.0% N/A
Percentage closed after 3 days but within 8 weeks 25.1% N/A
Percentage upheld 58.0% 45.0%
Main cause of complaints opened Delays/Timescales N/A

*Explanation of product/service groupings:

General Insurance & Pure Protection:  this includes home, motor, assistance, travel, pet insurance and Mortgage Payment Protection Insurance (MPPI) products.

** 'Credit related' refers to complaints about the provision of credit, used to pay insurance products by monthly instalments.