Measuring complaints 2020.

Understanding and measuring complaints help us improve our service

Complaints data July 2020 – December 2020.

Continually improving the service we offer to our customers is important to everyone at Together.

Set out below is the most recent analysis in respect of complaints for our FCA regulated activity, which is or has been written through Blemain Finance Ltd. and Together Personal Finance Limited.

We publish complaints for Blemain Finance in accordance with regulation and choose to publish voluntarily on Together Personal Finance Limited both in the interests of transparency and because we believe it is the right thing to do.

Firm name: Blemain Finance Ltd.

Period covered in this report: 1 July 2020 – 31 December 2020

Number of complaints
opened by volume of
business
Product / service grouping Provision (at reporting period end date) Number of complaints opened  Number of complaints closed
Percentage closed within 3 days  Percentage closed after 3 days but within 8 weeks 
Total percentage closed within 8 weeks
Percentage upheld  Main cause of complaints opened
Home Finance  50.14 per 1000 balances outstanding 432 410 34% 62% 96%  46%

General admin/ customer service

Insurance and Pure Protection  0 per 1000 policies in force 0 18 0% 0% 0% 67% N/A

We are pleased to report that the number of Home Finance complaints received per 1000 balances outstanding for our Blemain Finance book of customers continues to decrease demonstrating our continued commitment to providing great customer service.

Firm name: Together Personal Finance Limited

Period covered in this report: 1 July 2020 – 31 December 2020

Number of complaints
opened by volume of
business
Product / service grouping Provision (at reporting period end date) Number of complaints opened  Number of complaints closed
Percentage closed within 3 days  Percentage closed after 3 days but within 8 weeks 
Total percentage closed within 8 weeks
Percentage upheld  Main cause of complaints opened
Home Finance  26.39 per 1000 balances outstanding 315 320 50% 49% 99% 50% General Admin, Customer Service  
Insurance and Pure Protection  0 per 1000 policies in force 0 0 N/A N/A N/A N/A N/A

 

Our focus remains on customer service and we are committed to gaining a better understanding of our customers’ experience by listening to and addressing their needs.

We appreciate this information can be tricky to understand, so we’ve listed below some detail which should help.

  • Where we talk about ‘Provision’ we mean the number of complaints opened per 1000 balances outstanding.
  • You’ll notice that we’ve recorded a zero in the ‘Provision’ column for insurance related complaints, this is simply because there are no active PPI policies in place and we no longer sell these.
  • ‘Upheld’ means that we support an element of a complaint. It’s important to remember that if a complaint covers a number of issues, but only one of those is ‘Upheld’, the whole complaint has to be reported as ‘Upheld’.
  • Our regulator, the FCA, provides us with the categories you see in the ‘Main cause of complaints opened’ column.

It’s useful to clarify the names you see above:

  • In 2015 we brought our family of businesses under one name, Together. However, we provide our complaints data by the legal entities that still exist, this is why you’ll see references to Blemain Finance Ltd.