Data on customer complaints

See how we are dealing with customer complaints

Complaints report

  • Firm name: Co-op Insurance Services Limited
  • Period covered in this report: 01 July – 31 December 2021
  • Brands/trading names covered: Co‑op Insurance Services Limited, Co‑op Insurance Services, Co‑op Insurance.

The main cause of complaints was the fulfilment of voucher incentives.

We have since improved our processes and we’re closely monitoring these improvements to ensure a smoother customer journey.

Product / service

Insurance and pure protection

Number of complaints opened per 1000 policies sold

8.09

Number of complaints opened

721

Number of complaints closed

714

Percentage closed within 3 days

67%

Percentage closed after 3 days but within 8 weeks

32%

Percentage upheld

78%

Main cause of complaints opened

Other - incentive fulfilment