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Status: Please note you should read all Brexit changes to the FCA Handbook and BTS alongside the main FCA transitional directions. Where these directions apply the 'standstill', firms have the choice between complying with the pre-IP completion day rules, or the post-IP completion day rules. To see a full list of Handbook modules affected, please see Annex B to the main FCA transitional directions.

You are viewing the version of the document as on 2012-12-13.

Status: In this content, we have included all amendments made by EU exit-related instruments up to end September 2020. There will be more amendments to be made later this year, further to the September QCP.

DISP 1 Annex 1A Recommended metrics

G

This table belongs to DISP 1.10A.8 G

Type of business

Contextualised new complaint numbers

Recommended metrics

Banking and loans

Complaints per 1,000 accounts

The tariff base (number of accounts) at row 1, column 2 of the table in FEES 5 Annex 1 R as reported in the firm's most recent statement of total amount of relevant business

General insurance and pure protection (provision)

Complaints per £1m of annual gross premium income

The tariff base (annual gross premium income) at row 2, column 2 of the table in FEES 5 Annex 1 R as reported in the firm's most recent statement of total amount of relevant business

General insurance and pure protection (intermediation)

Complaints per £1m of annual income

The tariff base (annual income) at row 17, column 2 of the table in FEES 5 Annex 1 R reported in the firm's most recent statement of total amount of relevant business

Home finance

Complaints per 1,000 loans outstanding

The total number of balances outstanding (all loans) at row E.45 or E.53 of E(2) in SUP 16 Annex 19A (Mortgage Lenders and Administrators Return) as reported in the firm's most recent return

Investment (fund management)

Complaints per £1m of annual eligible income

The firm's annual eligible income as defined in sub-class D1 of FEES 6 Annex 3 R

Investment (intermediation)

Complaints per £1m of annual eligible income

The firm's annual eligible income as defined in sub-class D2 of FEES 6 Annex 3 R

Decumulation, life and pensions (provision)

Complaints per 1,000 policyholders

The number of the firm's policyholders at row 3 of Forms 51 - 54 (whichever are relevant) in IPRU(INS) Appendix 9.3R as reported in the firm's most recent form

Decumulation, life and pensions (intermediation)

Complaints per £1m of annual eligible income

The firm's annual eligible income as defined in sub-class C2 of FEES 6 Annex 3 R

Note 1: For the purposes of this annex the reference to complaints is a reference to complaints opened during the relevant reporting period.

Note 2: Where a firm undertakes both (a) general insurance and pure protection provision and (b) general insurance and pure protection intermediation, it can choose to use the metric which forms the greater part of its business.

Note 3: Where a firm undertakes both (a) fund management and (b) investment intermediation, it can choose to use the metric which forms the greater part of its business.

Note 4: Where a firm undertakes both (a) decumulation, life and pensions provision and (b) decumulation, life and pensions intermediation, it can choose to use the metric which forms the greater part of its business.