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
July - December 2019
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January - June 2019
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July - December 2018
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January - June, 2018
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July - December, 2017
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January - June, 2017
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July – December, 2016
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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