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  1. Who we are
  2. What we stand for
  3. Our service
  4. Dealing with your complaints

Complaints

As a mutual, we're run for the benefit of our members, which means we take every single complaint seriously. We strive to provide you with the very best service, but we know we're not perfect, and that we might not get everything right all the time.

Your complaints give us the chance to address your issue, and improve the service we provide all our members. We recognise that it is important to deal with your concerns fairly and transparently, and ensure you are satisfied with the resolution.

Download our Complaints Handling Procedure PDF

Complaints Publication Report

Financial Services firms regulated by the FSA are required to publish complaints information if they receive more than 500 complaints in the most recent six month period.

The table below shows complaints information for Family Equity Plan Limited, a subsidiary of Family Assurance Friendly Society (Family Investments). This subsidiary firm is the product provider of Family's Child Trust Fund accounts and ISAs.

Firm name: Family Equity Plan Limited

Group: Not applicable

Other firms included in this report (if any): None

Period covered in this report: 1st January 2011 to 30th June 2011

Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)*
Banking 784 785 99.7% 37.6%
Investments 174 171 100.0% 41.5%
Home finance not applicable**
General insurance and pure protection not applicable**
Decumulation, life and pensions not applicable**

* This is the percentage of complaints where we have found in favour of the complainant.

** Not Applicable means that Family Equity Plan Ltd does not offer any products under this category.

To put the above figures into context:

  • The complaints received represent 0.06% of the 1,479,570 Child Trust Fund, Family ISA and Post Office ® accounts we held as at 30th June 2011.
  • The table above uses terms defined by the Financial Services Authority. Complaints information about Cash ISAs and our Cash CTF are included under the heading 'Banking'. Stocks and Shares ISAs, and our Stakeholder Child Trust Funds are included under 'Investments'.

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