Complaints Publication Report
| Firm Name | Accord Mortgages Limited |
|---|---|
| Other firms included in this report | None |
| Period covered | 1 Jan 2015 - 30 June 2015 |
Below is a table showing how many complaints Accord Mortgages Limited received and dealt with from 1 Jan to 30 June 2015. The comparative figures show how these relate to the number of accounts or income in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.
| No. of complaints opened | No. of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld (%) by YBS | |
|---|---|---|---|---|
| Banking | 18 | 17 | 70.6% | 52.9% |
| Home Finance | 1124 | 1153 | 79.3% | 45.8% |
| General Insurance & Pure Protection | 84 | 81 | 95.1% | 0.0% |
| Life, Pensions & Decumulation | 1 | 1 | 100.0% | 0.0% |
To put the above figures into context:
- We have over 8,000 banking accounts. We received 2.22 complaints for every 1,000 accounts
- We have over 77,000 mortgage accounts. We received 14.4 complaints for every 1,000 accounts
- We received 1.49 general insurance and pure protection complaints for every £1 million of gross annual premiums
Complaints are very important to us as we continue to improve our processes based on feedback from our customers dissatisfaction. We endeavor to deal with these as quickly and fairly as possible and we have developed our process for handling complaints with the customer at its heart. If you have any reason to complain, please contact us and we will do our utmost to resolve the matter with you.