|Number of complaints opened by volume of business|
|Product / service grouping||Provision *||Complaints opened||Complaints closed||Closed within 3 days||Closed in more than 3 days, but within 8 weeks||Complaints upheld||Main cause of complaints upheld|
|Banking and credit cards|
|Insurance and Pure Protection||0.51||2292||2334||58%||37%||41%||
Errors/Not Following Instructions
|Decumulation and pensions||1.44||4431||4405||49%||42%||58%||
* The number of new complaints per 1,000 policies in force at the end of H1 2019 reporting period.