Complaints publication report.
Firm name: HFC Bank Limited
Brands/trading names covered: Beneficial Finance, HFC Bank. Hamilton Direct Bank, HFC Direct, Household Bank, marbles™
| 1st January 2010 to 30th June 2010 |
1st July 2010 to 31st December 2010 |
1st January 2011 to 30th June 2011 |
1st July 2011 to 31st December 2011 |
|
|
|
|
| |
Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by the firm (%) |
| Banking |
1035 |
1261 |
83% |
19% |
| Home Finance |
n/a |
n/a |
n/a |
n/a |
| General insurance and pure protection |
4748 |
3659 |
97% |
74% |
| Decumulation life and pensions |
n/a |
n/a |
n/a |
n/a |
| Investments |
n/a |
n/a |
n/a |
n/a |
To put the above numbers into context:
1. We received 0.6 complaints per 1,000 relevant banking accounts.
2. We received 121 complaints for every £1m of annual gross premium income.
3. HFC Bank Limited does not provide the Home Finance, Decumulation life and pensions or Investments products.
| |
Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by the firm (%) |
| Banking |
939 |
1035 |
94.9% |
18.9% |
| Home Finance |
n/a |
n/a |
n/a |
n/a |
| General insurance and pure protection |
8151 |
5752 |
91.4% |
45.9% |
| Decumulation life and pensions |
n/a |
n/a |
n/a |
n/a |
| Investments |
n/a |
n/a |
n/a |
n/a |
To put the above numbers into context:
1. We received 0.54 complaints per 1,000 relevant banking accounts.
2. We received 211 complaints for every £1m of annual gross premium income.
3. HFC Bank Limited does not provide the Home Finance, Decumulation life and pensions or Investments products.
| |
Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by the firm (%) |
| Banking |
910 |
881 |
98% |
23% |
| Home Finance |
n/a |
n/a |
n/a |
n/a |
| General insurance and pure protection |
5763 |
2559 |
76% |
49% |
| Decumulation life and pensions |
n/a |
n/a |
n/a |
n/a |
| Investments |
n/a |
n/a |
n/a |
n/a |
To put the above numbers into context:
1. We received 0.6 complaints per 1,000 relevant banking accounts.
2. We received 149 complaints for every £1m of annual gross premium income.
3. HFC Bank Limited does not provide the Home Finance, Decumulation life and pensions or Investments products.
| |
Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by the firm (%) |
| Banking |
1294 |
1352 |
89% |
11% |
| Home Finance |
n/a |
n/a |
n/a |
n/a |
| General insurance and pure protection |
11295 |
14848 |
24% |
67% |
| Decumulation life and pensions |
n/a |
n/a |
n/a |
n/a |
| Investments |
n/a |
n/a |
n/a |
n/a |
To put the above numbers into context:
1. We received 0.8 complaints per 1,000 relevant banking accounts.
2. We received 593 complaints for every £1m of annual gross premium income.
3. HFC Bank Limited does not provide the Home Finance, Decumulation life and pensions or Investments products.
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