Identifying the Inputs ← Hub
The Exeter — Phase 03

Complaint Categories

52 complaint sub-categories across 8 groups, mapped to FCA regulatory categories. Every member complaint is regulated; adviser feedback is not.

Payments & Premium 7 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
Premium: Collected wrong amountYesInformation, sums/charges or product performanceDisputes over sums/charges
Premium: Not collectedYesInformation, sums/charges or product performanceDisputes over sums/charges
Premium: Taken on incorrect dateYesInformation, sums/charges or product performanceDisputes over sums/charges
Premium: Direct Debit indemnity claimYesInformation, sums/charges or product performanceDisputes over sums/charges
Premium: Increase & costYesInformation, sums/charges or product performanceDisputes over sums/charges
Arrears: Letter relatedYesArrears RelatedArrears related
Arrears: All other arrears issuesYesArrears RelatedArrears related
Customer Service 16 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
Delay: Issue of renewal documentYesGeneral admin/customer serviceDelays/timescales
Delay: Answering callYesGeneral admin/customer serviceDelays/timescales
Delay: Responding to email or letterYesGeneral admin/customer serviceDelays/timescales
Delay: Responding to voicemail messageYesGeneral admin/customer serviceDelays/timescales
Delay: Processing a requestYesGeneral admin/customer serviceDelays/timescales
Letters: Poor quality including typosYesGeneral admin/customer serviceOther general admin/customer service
Letters: Incorrect or misleading info givenYesGeneral admin/customer serviceOther general admin/customer service
Advice: Regulated advice offered (in error)YesAdvising, selling and arrangingUnsuitable advice
Failure: Follow out agreed requestYesGeneral admin/customer serviceErrors/not following instructions
Failure: Follow out non-agreed requestYesGeneral admin/customer serviceErrors/not following instructions
Telephone: Attitude of staffYesGeneral admin/customer serviceOther general admin/customer service
Telephone: Incorrect info given in callYesGeneral admin/customer serviceOther general admin/customer service
Portal/Website issuesYesInformation, sums/charges or product performanceProduct disclosure information
Data Protection: Breach of GDPR/DPA2018YesOtherOther
Product: Any NCD issueYesInformation, sums/charges or product performanceProduct performance/features
Product: Misleading information (no claim)YesInformation, sums/charges or product performanceProduct disclosure information
Underwriting 2 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
Underwriting: Terms offered / DeclinedYesAdvising, selling and arrangingUnclear guidance/arrangement
Underwriting: Delay in TermsYesGeneral admin/customer serviceDelays/timescales
Income Protection (IP) Claims 8 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
IP Claims: Benefit level - underinsuranceYesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Benefit reduced - insufficient pre-disability incomeYesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Benefit reduced - other income/insurance/pensionYesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Claim declined - definition of incapacityYesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Claim declined - misrepresentation/non-disclosureYesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Claim declined - personal exclusion appliedYesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Claim declined - policy terms (exc def incapacity)YesInformation, sums/charges or product performanceProduct performance/features
IP Claims: Service providersYesOtherOther
Life Claims 2 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
Life Claims: Claim declined - misrep/non-disclosureYesInformation, sums/charges or product performanceProduct performance/features
Life Claims: Claim declined - policy termsYesInformation, sums/charges or product performanceProduct performance/features
Private Medical Insurance (PMI) Claims 9 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
PMI Claims: Benefit levelYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Fee schedule (reasonable/customary)YesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Claim declined - any other exclusionYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Claim declined - chronic exclusionYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Claim declined - emergency or unplanned admissionYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Claim declined - misrepresentation/non-disclosureYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Claim declined - moratoriumYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Excess relatedYesInformation, sums/charges or product performanceProduct performance/features
PMI Claims: Service providersYesOtherOther
Cash Plan (CP) Claims 3 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
CP Claims: Claim declinedYesInformation, sums/charges or product performanceProduct performance/features
CP Claims: Benefit levelYesInformation, sums/charges or product performanceProduct performance/features
CP Claims: Any other complaintYesInformation, sums/charges or product performanceProduct performance/features
Adviser Feedback (not on behalf of customer) 5 sub-categories
Sub-CategoryRegulated?FCA CategoryFCA Sub-Category
Portal/Website issuesNo——
Delay commissionNo——
Commission amountNo——
Challenge Underwriting Terms offered/DeclinedNo——
Complaints against Medical screening providerNo——