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Complaints data

Here are the number of complaints we've dealt with over the last few years

Complaints figures from July to December 2016

Type of complaint

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days
but within 8 weeks

Percentage upheld

Main cause of complaints opened

Insurance and pure protection

1.44 complaints per 1,000 policies in force

726

678

29.1%

64.0%

55.9%

General Admin / Customer Service

Definition

We've used the definition "Insurance & Pure Protection" set by the Financial Conduct Authority (FCA) in the table above. The definitions are designed so you can compare complaints across different companies. Insurance & Pure Protection includes complaints about our motor insurance and property insurance policies.


Previous complaints data

January to June 2016

Type of complaint

Complaints opened

Complaints closed

% closed in 8 weeks

% closed in customer's favour

General Insurance & Pure Protection

526

527

84.8%

52.6%

The 526 complaints are from over 634,000 policies, which works out at less than one complaint for every 1,205 policies held (complaints received in the six months to 30 June 2016 and policy numbers as at 30 June 2016).


July to December 2015

Type of complaint

Complaints opened

Complaints closed

% closed in 8 weeks

% closed in customer's favour

General Insurance & Pure Protection

810

849

90.8%

56.8%

The 810 complaints are from over 638,000 policies, which works out at less than one complaint for every 787 policies held (complaints received in the six months to 31 December 2015 and policy numbers as at 31 December 2015).

How to complain

What to do if you need to complain and how to contact us if your broker can't resolve your complaint

How to make a complaint

Highway Insurance, PO 9104, Bournemouth, BH1 9DB