Complaints

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

Your complaints give us the opportunity not only to address your issue, but also to improve the service we provide all of our members. We recognise that it is important to deal with your concerns fairly and transparently, and to ensure that you are satisfied with the resolution.

You can view and print our Complaints Handling procedures below.

Complaints Handling Procedures

Complaints Publication Report

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

Financial Services firms regulated by the FSA are required to publish this information if the number of complaints they receive during the most recent six month period exceed 500 in total.

Firm name: Family Equity Plan Limited

Group: (if applicable)

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

Period covered in this report: 1 January 2010 – 30 June 2010

1	A	B	C	D	E
		Number of complaints opened	Number of complaints closed	Complaints closed within 8 weeks (%)	Closed complaints upheld by firm (%) *
2	Banking	567	561	97%	55%
3	Home finance	Not Applicable**	Not Applicable**	Not Applicable**	Not Applicable**
4	General insurance and pure protection	Not Applicable**	Not Applicable**	Not Applicable**	Not Applicable**
5	Decumulation, life and pensions	Not Applicable**	Not Applicable**	Not Applicable**	Not Applicable**
6	Investments	147	146	97%	77%

* 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 above represent 0.05% of the 1,363,273 Child Trust Fund, Family ISA and Post Office ® accounts we held as at 30th June 2010.
• 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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