Complaints Data 1 Jan - 30 Jun 2012

Santander Complaints Data: 1 Jan 2012 - 30 Jun 2012

Firm Name:	Santander UK plc
Group (if applicable):	Santander
Other firms included in this report (if any):	-
Period covered in this report:	1 January 2012 - 30 June 2012
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	157,165	147,113	96%	48%
Home Finance	12,962	12,709	92%	45%
General insurance and pure protection	66,362	39,453	97%	90%
Decumulation, life and pensions	1,584	1,229	91%	29%
Investments	2,524	2,125	77%	69%
Totals	240,597	202,629	95%	56%

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To put the figures into context:

We have c.30 million banking accounts. For every 1,000 accounts, 5 customers contacted us to complain
In home finance, we currently have 1.3 million loans outstanding. For every 1,000 loans outstanding, less than 10 customers contacted us to complain
For every 1,000 general insurance and pure protection accounts, 90 customers contacted us to complain
For every 1,000 decumulation, life and pension accounts, less than 5 customers contacted us to complain
For every 1,000 investment accounts, 3 customers contacted us to complain

Jul - Dec 2012
Data