Complaints summary
Card Protection Plan Limited and Homecare Insurance Limited, the two arms of the CPP group that are authorised and regulated by the Financial Conduct Authority (FCA) (or, as the context may require, the Financial Services Authority as predecessor entity thereto prior to 1 April 2013), are required by the regulator to publish summary details of complaints received in relevant reporting periods. FCA rules permit members of the same group to submit joint reports so the information shown here represents complaints received by both firms in the reporting period described below.
Period: July to December 2012
Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:
- CPP Card Protection
- CPP Card Protection (Ireland)
- Barclaycard Card Protection
- Barclays Cardholder Protection
- Egg Emergency Cover
- HSBC CardGuard
- M&S CardSafe
- NatWest Card Protection
- CPP Commercial Card Protection
- Fonesafe mobile phone, laptop and modem insurance
- Phonesafe mobile phone insurance
- CPP Identity Protection
- CPP Identity Protection (Ireland)
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Handbag Cover
- CPP KeyCover
- CPP Rescue Me
- CPP Assist
|
Number of complaints opened |
Number of complaints closed |
% closed within 8 weeks |
% upheld |
General insurance and pure protection |
15,365 | 12,523 | 98.3% | 42% |
In the same period, complaints about advising, selling and arranging comprised 0.40 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 1.22 complaints per 1000 live policies.
Period: January to June 2012
Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:
- CPP Card Protection
- CPP Card Protection (Ireland)
- Barclaycard Card Protection
- Barclays Cardholder Protection
- Egg Emergency Cover
- HSBC CardGuard
- M&S CardSafe
- NatWest Card Protection
- CPP Commercial Card Protection
- Fonesafe mobile phone, laptop and modem insurance
- Phonesafe mobile phone insurance
- CPP Identity Protection
- CPP Identity Protection (Ireland)
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Handbag Cover
- CPP KeyCover
- CPP Rescue Me
- CPP Assist
|
Number of complaints opened |
Number of complaints closed |
% closed within 8 weeks |
% upheld |
General insurance and pure protection |
9,554 | 9,704 | 97.5% | 33.4% |
In the same period, complaints about advising, selling and arranging comprised 0.15 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 0.76 complaints per 1000 live policies.
Period: July to December 2011
Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:
- CPP Card Protection
- CPP Card Protection (Ireland)
- Barclaycard Card Protection
- Barclays Cardholder Protection
- Egg Emergency Cover
- HSBC CardGuard
- M&S CardSafe
- NatWest Card Protection
- CPP Commercial Card Protection
- Fonesafe mobile phone, laptop and modem insurance
- Phonesafe mobile phone insurance
- CPP Identity Protection
- CPP Identity Protection (Ireland)
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Handbag Cover
- CPP KeyCover
- CPP Rescue Me
- CPP Assist
|
Number of complaints opened |
Number of complaints closed |
% closed within 8 weeks |
% upheld |
General insurance and pure protection |
8803 | 9957 | 97% | 21% |
In the same period, complaints about advising, selling and arranging comprised 0.11 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 0.72 complaints per 1000 live policies.
Period: January to June 2011
Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:
- CPP Card Protection
- CPP Card Protection (Ireland)
- Barclaycard Card Protection
- Barclays Cardholder Protection
- Egg Emergency Cover
- HSBC CardGuard
- M&S CardSafe
- NatWest Card Protection
- CPP Commercial Card Protection
- Fonesafe mobile phone, laptop and modem insurance
- Phonesafe mobile phone insurance
- CPP Identity Protection
- CPP Identity Protection (Ireland)
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Handbag Cover
- CPP KeyCover
- CPP Rescue Me
- CPP Assist
|
Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks |
Closed complaints upheld by firm |
General insurance and pure protection |
9565 | 8491 | 8373 (98.6%) | 1613 (19%) |
In the same period, complaints about advising, selling and arranging comprised 12.4 complaints per 1000 sales made. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 75.5 complaints per 100,000 live customers.
Period: July to December 2010
Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:
- CPP Card Protection
- CPP Card Protection (Ireland)
- Barclaycard Card Protection
- Barclays Cardholder Protection
- Egg Emergency Cover
- HSBC CardGuard
- M&S CardSafe
- NatWest Card Protection
- CPP Commercial Card Protection
- Fonesafe mobile phone, laptop and modem insurance
- Phonesafe mobile phone insurance
- CPP Identity Protection
- CPP Identity Protection (Ireland)
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Handbag Cover
- CPP KeyCover
- CPP Rescue Me
- CPP Assist
|
|
Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks |
Closed complaints upheld by firm |
|
General insurance and pure protection |
4463 | 4171 | 4059 (97%) | 905 (21.7%) |
In the same period, complaints about advising, selling and arranging comprised 3.1 complaints per 1000 sales made. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 43.25 complaints per 100,000 live customers.
Period: January to June 2010
Brands and trading names covered:
- CPP Card Protection
- Barclaycard Card Protection
- Barclays Cardholder Protection
- Egg Emergency Cover
- HSBC Cardguard
- M&S CardSafe
- NatWest Card Protection
- CPP Commercial Card Protection
- CPP KeyCover
- CPP Assist
- CPP Identity Protection
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Handbag Cover
- CPP Rescue Me
|
No of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by firm |
General insurance and pure protection |
616 | 616 | 97% | 194 |
In the same period, complaints about advising, selling and arranging comprised 0.53 complaints per 1000 sales made. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 10.9 complaints per 100,000 live customers.
Homecare Insurance Ltd
Period covered: January to June 2010
Brands and trading names covered:
- Fonesafe mobile phone, laptop and modem insurance
- Phonesafe mobile phone insurance
- CPP Identity Protection (Ireland)
- CPP Commercial Identity Protection
- CPP Company Identity Protection
- CPP Card Protection (Ireland)
- CPP Handbag Cover
|
No of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by firm |
General insurance and pure protection |
1329 | 1329 | 98% | 466 |
In the same period, complaints about advising, selling and arranging comprised 12.8 complaints per 1000 sales made. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 51.7 complaints per 100,000 live customers.
