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Complaints publication report

In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. We publish details of the number of regulated complaints we deal with, the percentage of complaints we close within 8 weeks and the percentage of complaints we uphold. This information is contained in the table below.

Our complaints handling

The efficient and timely handling of complaints is very important to us and as a key aspect of our customer service delivery, we are constantly striving to improve our processes in this area as our business grows.
We take all customer complaints extremely seriously and in accordance with the principles of Treating Customers Fairly we are committed to continually enhancing our customer service by resolving all complaints promptly.

Firm Name: Close Motor Finance Limited

Other firms included in this report: Close Brothers Military Services Limited

Period covered in this report: 1st August 2012 to 31st January 2013

Brands/trading names covered: The trading names covered by this report can be found on the FCA Register by clicking on the following link: FCA Website

Table

*Banking in respect of Close Motor Finance Limited refers to Finance / Merchantable Quality.

~ The number of complaints closed may be greater than the number received as some of those resolved may have been received in the preceding reporting period.

+ Close Motor Finance Limited do not have any products which fall into these categories

To put the above complaint figures into context for the reporting period:

  • Close Motor Finance Limited at the close of the reporting period had 187,316 related Finance accounts and reported 2.52 Banking complaints per 1,000 accounts.
  • Close Motor Finance Limited reported 4.83 complaints per 1,000 accounts related to General insurance and pure protection. This figure remains higher than normal due to the unprecedented level of Payment Protection Insurance (PPI) complaints, largely due to speculative claims from Claims Management Companies.

While we acknowledge that there are still improvements to be made in this area, it is evident from these figures that a low level of complaints are received, but when in the unfortunate event someone does complain they are resolved in a timely manner.

For further information on our commitment to the fair treatment of customers and the principles that are central to our corporate culture, please visit the Treating Customers Fairly page of our website.