Complaints Data 1 Jul - 31 Dec 2011

Santander Complaints Data: 1 July 2011 - 31 December 2011

Firm Name:	Santander UK plc
Group (if applicable):	Santander
Other firms included in this report (if any):	-
Period covered in this report:	1 July 2011 - 31 December 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	138,225	118,658	96%	49%
Home Finance	10,874	8,554	93%	54%
General insurance and pure protection	34,194	34,863	99%	90%
Decumulation, life and pensions	2,008	2,390	94%	33%
Investments	1,956	1,839	79%	57%
Totals	187,257	166,304	97%	58%

Putting the data in context

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To put the above figures into context:

We have over c.30.2 million banking accounts. For every 1,000 accounts, 4.6 customers contacted us to complain
In home finance, we currently have 1.6 million loans outstanding. For every 1,000 loans outstanding, 7 customers contacted us to complain
For every 1,000 general insurance and pure protection accounts, 44 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