|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||0.50||2196||2143||49%||49%||40%||
Errors / not following instructions
|Decumulation and pensions||1.3||3282||3308||35%||58%||57%||
* The number of new complaints per 1,000 policies in force at the end of H1 2020 reporting period.