Complaints Data 1 Jan - 30 Jun 2011

Santander Complaints Data: 1 January 2011 - 30 June 2011

Firm Name:	Santander UK plc
Group (if applicable):	Santander
Other firms included in this report (if any):	-
Period covered in this report:	1 January 2011 - 30 June 2011
Brands / Trading names covered:	Alliance & Leicester, Bradford & Bingley, cahoot, Santander, Santander Cards Ltd.

	Number of complaints opened	Number of complaints closed	Complaints closed within 8 weeks (%)	Closed complaints upheld by firm (%)
Banking	139,386	139,244	98%	47%
Home Finance	8,961	8,607	96%	42%
General insurance and pure protection	16,431	13,135	92%	80%
Decumulation, life and pensions	2,061	2,099	95%	29%
Investments	2,049	1,766	95%	44%
Totals	168,888	164,851	98%	49%

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To put the above figures into context:

We have over c.32 million banking accounts. For every 1,000 accounts, 4 customers contacted us to complain
In home finance, we currently have 1.6 million loans outstanding. For every 1,000 loans outstanding, less than 6 customers contacted us to complain
For every 1,000 general insurance and pure protection accounts, 20 customers contacted us to complain
For every 1,000 decumulation, life and pension accounts, less than 6 customers contacted us to complain
For every 1,000 investment accounts, 2 customers contacted us to complain

Jul - Dec 2012
Data