Find out how we handle complaints and what to do if you are unhappy with our response.
We’ve included details below of the number of complaints we have received and responded to, between January and June 2024.
Firm Name: Wesleyan Assurance Society
Period covered in this report: 01 January 2024 – 30 June 2024
You can make a complaint using our online complaints form.
| Product / Service Grouping | Complaints opened by volumes of business | Complaints opened | Complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Banking and credit cards | n/a | n/a | n/a | n/a | n/a | n/a | n/a |
| Home finance | n/a | n/a | n/a | n/a | n/a | n/a | n/a |
| Insurance and pure protection | 0.18 | 138 | 139 | 32% | 65% | 80% | General admin/ customer service |
| Decumulation and pensions | 4.23 | 352 | 336 | 23% | 75% | 87% | General admin/ customer service |
| Investments | 6.59 | 415 | 309 | 35% | 62% | 87% | General admin/ customer service |
| Credit related | n/a | n/a | n/a | n/a | n/a | n/a | n/a |
Table key
- Complaints opened by volumes of business - This is the number of complaints opened per 1000 policies in force at the reporting data end.
- Complaints opened - This is the total number of new reportable complaints we received during the reporting period.
- Complaints closed - This is the total number of reportable complaints which we investigated and issued a final response, confirming the outcome of that investigation. This may be higher than the number received if we had some investigations still in progress at the start of the reporting period.
- % closed within 3 days - This is the % of complaints we completed within 3 working days of first receiving them.
- % closed after 3 days but within 8 weeks - This is the % of complaints we completed after 3 working days but within 8 weeks of first receiving them.
- % upheld - This is the % of complaints where, after an investigation by our specialist complaints team, we agreed we had been at fault.
- Cause of complaints - This is the main cause of customers complaining.
Product/Service Grouping
- Banking and credit cards - Current accounts, credit cards, overdrafts, packaged accounts, savings (including Individual Savings Accounts (ISA)) and other banking products.
- Home Finance - Equity release, impaired credit, second and subsequent charge, other regulated home finance products and other unregulated home finance products.
- Insurance & Pure Protection - Payment protection insurance, income protection and other accident sickness and unemployment, whole of life/term assurance/critical illness, protection packaged multi products and other pure protection products.
- Decumulation & Pensions - Workplace personal pensions (e.g., SIPP's, SHP's, PPP's), non-workplace personal pensions (e.g., SIPP's, SHP's, PPP's), trust based pensions (e.g. occupational and defined benefit), pensions packaged multi products, other pensions, annuities (including enhanced and impaired), drawdown and uncrystallised funds pension lump sum (UFPLS), third way products (e.g. investment linked, variable, fixed term), decumulation packaged multi products and other decumulation products.
- Investments - Investment bonds, endowments, ISAs (where investment held), investment trusts, unit trusts / Open Ended Investment Companies (OEICs), structured products, exchange-traded products (ETPs), discretionary management services, non-discretionary management services, platforms, crowdfunding / peer to peer, foreign exchange (FX) / certificate of deposit (CD) / fixed deposit (FD), spreadbetting, undertakings for collective investment in transferable securities (UCITS), investment packaged multi products and other investment products/funds.