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Complaints data

Here are the number of complaints we've dealt with

Complaints figures from July to December 2017

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

1.57 complaints per 1,000 policies in force

756

775

24%

69.3%

50.5%

General admin and 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 2017

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

1.28 complaints per 1,000 policies in force

620

662

23%

67%

45%

General admin and customer service

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

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