Only 14% of customers believe complaints they have made to life and pensions providers have been handled in a 'very good' or 'excellent' way, according to a survey by the Association of British Insurers.
The ABI customer impact survey, which is based on the views of 18,000 customers and represents 32 life and pensions companies, reveals 4% of the customers surveyed made a complaint to their provider in the past 12 months. Of those, 14% said the way the company had handled their complaint was ‘very good’ or ‘excellent’, while 50% said their complaint had been handled in a ‘poor’ way. Stephen Sklaroff, deputy director general at the ABI, suggests customers may be dissatisfied because the area of complaints is very tightly regulated, which may result in companies adopting a “tick box” appr...
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