UK complaints data
January to June 2025
In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. This includes capturing expressions of dissatisfaction and aiming to resolve complaints within eight weeks. If complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.
Number of complaints opened by volume of business
| Product / service grouping | Provision per '000 (at reporting period end date) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main 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 | 0.40 | 407 | 407 | 13% | 85% | 51% | General admin/ customer service |
| Decumulation and pensions | 4.99 | 455 | 406 | 11% | 88% | 86% | General admin/ customer service |
| Investments | 4.21 | 813 | 812 | 14% | 86% | 82% | General admin/ customer service |
| Credit related | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Totals | 1.28 | 1665 | 1625 | 13% | 86% | 75% | General admin/ customer service |
To put the above figures into context, as of June 30th 2025 we had recorded:
0 Home Finance account complaints against a total of 0 policies. For every 1,000 accounts we received 0 complaints.
407 Insurance and Pure Protection complaints against a total of 1,014,679 policies. For every 1,000 accounts we received 0.40 complaints.
445 Decumulation, Life and Pensions complaints against a total of 89,100 policies. For every 1,000 accounts we received 4.99 complaints.
813 Investment complaints against a total of 193,333policies. For every 1,000 accounts we received 4.21 complaints.
More about who we are and how we operate
Scottish Friendly is a mutual run for the benefit of its members. We're dedicated to the efficient provision of financial products and services.
