Latest Results 1 Jul - 31 Dec 2012

Santander Complaints Data: 1 Jul 2012 - 31 Dec 2012

Firm Name:	Santander UK plc
Group (if applicable):	Santander
Other firms included in this report (if any):	-
Period covered in this report:	1 July 2012 - 31 December 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	125,451	158,364	96%	37%
Home Finance	14,080	17,338	95%	33%
General insurance and pure protection	94,467	92,742	87%	84%
Decumulation, life and pensions	1,689	2,190	94%	29%
Investments	2,236	2,959	90%	63%
Totals	237,923	273,593	93%	53%

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To put the figures into context:

We have c.30 million banking accounts. For every 1,000 accounts, 4 customers contacted us to complain
In home finance, we currently have 1.5 million loans outstanding. For every 1,000 loans outstanding, 9 customers contacted us to complain
For every 1,000 general insurance and pure protection accounts, 135 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, less than 3 customers contacted us to complain

Jul - Dec 2012
Data