|Number of complaints opened by volume of business|
|Product / service grouping||Provision*||Complaints opened||Complaints closed||Closed within 3 days||Closed after 3 days but within 8 weeks||Complaints upheld||Main cause of complaints upheld|
|Banking and credit cards|
|Insurance and Pure Protection||0.49||2037||2056||55%||41%||43%||
Other general admin / customer service
|Decumulation and pensions||1.22||3852||3895||45%||48%||58%||
Disputes Over Sums/Charges
* The number of new complaints per 1,000 policies in force at the end of H2 2019 reporting period.