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Complaints data

At Direct Line Group we always seek fair outcomes for our customers. We welcome all feedback from our customers because it gives us a chance to put things right. We aim to deal with every complaint quickly and fairly, and to learn from our mistakes so we can improve our service. The following data details the volumes of complaints reportable to the Financial Conduct Authority (FCA) for each half year since January 2012.

Firm name:
U K Insurance Limited

Other firms included in this report (if any):
None

January - June, 2016
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection

23,557

23,607

95%

76%

To put the above figures into context:

The number of complaints received during the period 1st January 2016 - 30th June 2016 is equivalent in volume to 0.15% of in force policies. (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco, Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

July - December, 2015
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection

26,690

27,381

95%

76%

To put the above figures into context:

The number of complaints received during the period 1st July - 31st December 2015 is equivalent in volume to 0.17% of in force policies. (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco, Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

January - June, 2015
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection

27,286

29,079

91%

76%

To put the above figures into context:

The number of complaints received during the period 1st January – 30th June 2015 is equivalent in volume to 0.17% of in force policies. (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco, Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

July - December, 2014
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection

29,437

31,738

90%

75%

To put the above figures into context:

The number of complaints received during the period 1st July – 31st December 2014 is equivalent in volume to 0.18% of in force policies.  (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential,

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco,  Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

January - June, 2014
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection

27,392

27,691

90% 76%

To put the above figures into context:

The number of complaints received during the period 1st January – 30th June 2014 is equivalent in volume to 0.17% of in force policies.  (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco,  Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

July – December, 2013
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection 27,627 28,899 92% 74%

To put the above figures into context:

The number of complaints received during the period 1st July – 31st December 2013 is equivalent in volume to 0.16% of in force policies. (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco, Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

January – June, 2013
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection

29,213

32,801

90%

70%

To put the above figures into context:

The number of complaints received during the period 1st January 2013 to 30th June 2013 is equivalent in volume to 0.17% of in force policies. (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco, Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

July – December, 2012
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
General insurance and pure protection 33,677 36,986 83% 70%

To put the above figures into context:

The number of complaints received during the period 1st July 2012 to 31st December 2012 is equivalent in volume to 0.18% of in force policies. (Average number of in force policies over the reporting period)

Brands / trading names covered:

Car Insurance: ATS, Amex, BMW, Citroen, Direct line, Egg, MBNA, Mini, Mint, NatWest, NIG, Peugeot, Privilege, RBS, Tesco, Vauxhall, Virgin Money, Churchill, Lloyds, Lombard Direct, Pearl, Prudential, Royal London, Sainsbury’s

Home Insurance: Amex, BMW, Direct line, MBNA, NatWest, NIG, Privilege, RBS, Sainsbury’s, Tesco, The One Account, Ulster Bank, Virgin Money, Churchill, Nationwide Building Society, Prudential

Pet Insurance: Direct line, NatWest, Sainsbury’s, Tesco, Virgin Money, Churchill, TSB

Travel Insurance: Coutts, Direct Line, NatWest, Privilege, RBS, Tesco, Ulster Bank, Churchill, Nationwide Building Society, Prudential

Breakdown Cover: Direct line, Esure, Green Flag Motoring Assistance, Halifax, HSBC, NatWest, Privilege, RBS, Tesco, Virgin Money, Yorkshire Bank, Alliance & Leicester, Churchill, Prudential, TSB, Sainsbury’s, Caravan club, Zurich, Wesleyan, UK General

Creditor: Direct Line, NatWest, RBS, Tesco, The One Account

Private Insurance: NatWest, RBS, Select from Direct Line, Coutts

Commercial: NIG Commercial Complex & Packages, NIG Commercial Credit, Direct Line for Business

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