Complaints Policy

Occasionally we get things wrong, but it's about how we put them right. In the event of any dissatisfaction please email us contactus@arvato.com

If you are dissatisfied with the resolution of the complaint, you may be able to refer it to the Financial Ombudsman service in the UK. Further information on the ombudsman service can be found on their website at the following locations http://www.financial-ombudsman.org.uk(UK)

Complaint Data

This page provides information about the complaints we have received for the period 20 June to 31 December 2016.

At Arvato Financial Solutions (AFS) if you have a complaint, we want to know about it. We want your experience of AFS to be fair and positive. If something goes wrong we want to put it right, for you and for future customers.

If you need to know more about how to make a complaint, please view our complaints leaflet below.

Complaints Publication Report

The table below provides details about the number of complaints we have received in context with the number of accounts held, the number of complaints opened and closed and how many we upheld.

Firm name: Arvato Financial Solutions Ltd

Period covered in this return: 20 June 2016 - 31 December 2016

Brands/trading names covered: AFS, Arvato Financial Solutions

 

Number of complaints opened by volume of business

Product / service grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

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

Banking and credit cards

N/A

N/A

0

0

N/A

N/A

N/A

N/A

Home finance

N/A

N/A

0

0

N/A

N/A

N/A

N/A

Insurance and pure protection

N/A

N/A

0

0

N/A

N/A

N/A

N/A

Decumulation and pensions

N/A

N/A

0

0

N/A

N/A

N/A

N/A

Investments

N/A

N/A

0

0

N/A

N/A

N/A

N/A

Credit related

27 per 1000 accounts / loans

N/A

2790

2785

N/A

N/A

20%

N/A


To put these figures into context: