|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||0.64||2530||2497||50%||47%||48%||
|Decumulation and pensions||1.41||4553||4409||35%||59%||63%||
Disputes Over Sums/Charges
* The number of new complaints per 1,000 policies in force at the end of H1 2021 reporting period.