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Complaints Data

We always try to put our members and customers first, but sometimes things can go wrong.

When this happens, we always want to know about it – so we can put it right as quickly as possible. The feedback we get from our customers is really important because it helps us improve and grow as a business.

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

The table below outlines the information submitted to the FCA.

Complaints data

CIS General Insurance Limited

Name: CIS General Insurance Limited
Group: Co-op Insurance

Period covered in this return: 1st January 2011 – 30th June 2011
Brand/trading names covered: The Co-operative Insurance

Product / Service Grouping* Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
General Insurance & Pure Protection

To put these figures into context under 3 complaints (2.80) per thousand live policies (as at 31 March 2011) were received during the reporting time period (up 0.17 complaints when compared to the second half of 2010).

*Explanation of product/service groupings:

General Insurance & Pure Protection:  this includes home, motor, travel and pet insurance products.