DISP 1 Annex 1A Recommended metrics
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 (provision1) 1 |
Complaints per £1m of annual eligible income |
The firm's annual eligible income as defined in class D1 of FEES 6 Annex 3 R 1 |
Investment (intermediation) |
Complaints per £1m of annual eligible income |
The firm's annual eligible income as defined in class D2 of FEES 6 Annex 3 R 1 |
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 class C2 of FEES 6 Annex 3 R 1 |
Note 1: For the purposes of this annex the reference to complaints is a reference to complaints opened during the relevant reporting period. |
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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. |
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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. |
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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. |