Internal complaints

Our internal complaints process

Northern Rock plc has an Internal Complaints Procedure. This outlines our internal complaint handling procedures and the availability to customers of the Financial Ombudsman Service scheme.

What to do if you are not happy with our response

Please note you have the right to refer your case to the Financial Ombudsman Service if after receiving our final response you are not satisfied, or if eight weeks have passed since you first raised the matter with us. You can contact the Financial Ombudsman as follows:

The Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London E14 9SR

Helpline: 0845 080 1800

Switchboard: 020 7964 1000

Website: www.financial-ombudsman.org.uk

Publication of complaints data

1 July - 31 December 2011

Northern Rock plc are committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Services Authority.

Firm Name: Northern Rock plc
Other firms included in this return (if any): None
Period covered in this return: 1 July - 31 December 2011
Brands/trading names covered: Northern Rock

Complaint Type	No. of complaints opened	No. of complaints closed	Complaints closed within eight weeks (%)	Complaints upheld by firm (%)
Banking	1,258	1,042	99%	57%
Home finance	838	688	99%	42%
General insurance and pure protection	16	14	100%	57%
Decumulation, life and pensions	0	0	N/A	N/A
Investments	0	0	N/A	N/A

To put the figures above into context:

1. Our 1,258 banking complaints stem from 1,289,548 accounts, equating to 1 complaint per 1,000 relevant accounts
2. For every 1,000 home finance loans, we received 6 complaints
3. For every £1 million of annual income received from general insurance we reported 6 complaints

1 January - 30 June 2011

Northern Rock plc are committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Services Authority.

Firm Name: Northern Rock plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2011
Brands/trading names covered: Northern Rock

Complaint Type	No. of complaints opened	No. of complaints closed	Complaints closed within eight weeks (%)	Complaints upheld by firm (%)
Banking	887	841	100%	45%
Home finance	459	434	100%	38%
General insurance and pure protection	24	24	100%	25%
Decumulation, life and pensions	0	0	N/A	N/A
Investments	0	0	N/A	N/A

To put the figures above into context:

1. Our 887 banking complaints stem from 1,219,209 accounts, equating to 0.7 complaint per 1,000 relevant accounts
2. For every 1,000 home finance loans, we received 3.4 complaints
3. For every £1 million of annual income received from general insurance we reported 12.2 complaints