Complaints Publication Report

Firm Name Accord Mortgages Limited
Other firms included in this report None
Period covered 1 July 2018 to 31 December 2018

Below is a table showing how many complaints Accord Mortgages received and dealt with from 1 July 2018 to 31 December 2018.

The figures below show how these relate to the number of accounts in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.

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 & credit cards 2.82   19 19 78.95% 21.05% 84.2% General Admin / Customer Service
Home Finance 6.80   823 804 48.38% 50.87% 68.4% General Admin / Customer Service
Insurance & Pure protection 82.73   182 185 97.84% 1.62% 2.2% Advising, Selling and Arranging
Decumulation & Pensions   N/A 0 0 N/A N/A N/A  
Investments   N/A 0 0 N/A N/A N/A  
Credit Related   N/A            

Key: Provision – these are the number of complaints per 1000 active accounts or 1000 outstanding balances (Home Finance) as at 31st December 2018.

  • We have just over 6,700 banking, savings and loan accounts and received 2.82 complaints in total for every 1000 accounts.
  • We have just under 121,000 mortgage balances and receive 6.80 complaints for every 1000 mortgage balances

Complaints are very important to us. We use complaints to understand where our customers aren’t happy with our service so we can make improvements. We always do our best to deal with complaints as quickly and fairly as possible. Our complaints process has been designed with customers at its heart. If you have a complaint, please get in touch and we’ll do all we can to resolve the matter with you.