Since 6 April 2010, The Financial Services Authority (FSA) has required that all firms must publish a summary of their complaints data if they receive more than 500 complaints in a six month period.
In accordance with these requirements, we have set out below the relevant data for complaints received by Bradford & Bingley Plc in the period 1 January 2011 to 30 June 2011. The data is split into 2 tables, one for complaints received by Bradford & Bingley and one for complaints received by Mortgage Express.
Bradford & Bingley Data
Complaints Publication Report
Firm Name: Bradford & Bingley
Group: Bradford & Bingley plc
Other Firms Included in this Report: None
Period Covered in this Report: 1 January 2011 - 30 June 2011
Brands / Trading Names Covered: Bradford & Bingley
| Product/Service Grouping |
Number of Complaints Opened |
Number of Complaints Closed |
Complaints Closed within 8 weeks (%) |
Closed Complaints Upheld by Firm (%) |
Banking |
4 |
4 |
75% |
0% |
Home Finance |
571 |
618 |
99% |
48% |
| General Insurance and Pure Protection |
745 |
510 |
95% |
6% |
| Decumulation, Life and Pensions |
590 |
551 |
91% |
17% |
Investments |
61 |
63 |
81% |
41% |
To put the figures above into context:
i. The 4 Banking complaints received were forwarded to Santander for resolution
ii. For every 1,000 Home Finance loans we received 11 complaints.
iii. We recorded 154 General Insurance and Pure Protection complaints per £1m of annual income
iv. We recorded 98 Decumulation, Life and Pensions complaints per £1m of annual eligible income
v. There were 23 Investment complaints per £1m of annual eligible income
- The commissions received for our former IFA business is not broken down by product and is the total received across all products and providers.
- Bradford & Bingley complaints can also include complaints against organisations formerly included in the Bradford & Bingley group as follows: Leamington Spa; John Charcol; Black Horse Estate Agencies; Black Horse Relocation Services; Mortgage Shops (Slater Hogg Howison).
- Bradford & Bingley was formerly the largest IFA in the UK. With effect from 2005, our status changed from IFA toTied Agent with Legal & General.
- Bradford & Bingley was nationalised in September 2008 and our core business is now a Mortgage Servicer. At the 30th June 2010 we had £36.1bn of mortgage assets under management and are no longer open to new business. Our savings business and retail branches were transferred to Santander at nationalisation in 2008.
Mortgage Express Data
Complaints Publication Report
Firm Name: Mortgage Express
Group: Bradford & Bingley plc
Other Firms Included in this Report: None
Period Covered in this Report: 1 January 2011 - 30 June 2011
Brands / Trading Names Covered: Mortgage Express
| Product/Service Grouping |
Number of Complaints Opened |
Number of Complaints Closed |
Complaints Closed within 8 weeks (%) |
Closed Complaints Upheld by Firm (%) |
Banking |
0 |
0 |
0 |
0 |
Home Finance |
1439 |
1503 |
99% |
39% |
| General Insurance and Pure Protection |
0 |
0 |
0 |
0 |
| Decumulation, Life and Pensions |
0 |
0 |
0 |
0 |
Investments |
0 |
0 |
0 |
0 |
i. For every 1,000 Home Finance loans we received 5 complaints