The tables below outline the information submitted to the FSA.
Complaints data
Name: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eGing Group
Group: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eGing Group
Period covered in this return: 1st July 2011 – 31st December 2011
The brand / trading names covered: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eG (including smile & Britannia), Co-operative Insurance Society, CIS General Insurance, CIS Policyholder Services, CIS Unit Managers, The Co-operative Asset Management, Platform, Volksbank Raiffeisenbank Rosenheim-Chiemsee eG Financial Advisers.
| Product / Service Grouping | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Total |
32429 |
37258 |
80% |
58% |
To put these figures into context 2.09 complaints per thousand live accounts, products or portfolios (as at 30th September 2011) were received during the reporting time period (up 0.25 compared to the first half of 2011).
The results above provide an overview of complaints received in respect of all the trading names used by The Volksbank Raiffeisenbank Rosenheim-Chiemsee eGing Group, formerly known as The Co-operative Financial Services. We have split the results of the three largest trading names, each of which has received over 500 complaints for the last reporting period. These are:
The complaints data for each of these trading names are shown below.
The Volksbank Raiffeisenbank Rosenheim-Chiemsee eG including smile and Britannia
Firm name: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eG plc
Group: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eGing Group
Period covered in this return: 1st July 2011 – 31st December 2011
Brand / trading names covered: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eG, Britannia, smile
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
9827
|
9557
|
98.04%
|
47.88%
|
| Home Finance |
1190
|
1128
|
99.20%
|
46.72%
|
| General Insurance & Pure Protection (incl PPI complaints) |
11376
|
16312
|
57.95%*
|
71.02%
|
| of which PPI complaints |
11198
|
16131
|
57.49%*
|
71.16%
|
| Decumulation, Life & Pensions |
111
|
107
|
44.86%
|
23.36%
|
| Investments |
16
|
18
|
94.44%
|
33.33%
|
| Total |
22520
|
27122
|
73.77%
|
61.64%
|
To put these figures into context 2.34 complaints per thousand live policies, accounts or investment products (as at 30 September 2011) were received during the reporting time period (up 0.34 when compared to the first half of 2011).
* All Payment Protection Insurance (PPI) complaints received since the outcome of the Judicial Review (20th April) were responded to within the 8 week timescales until the granting of the waiver by the FSA on 15th July which allowed for new cases to be closed within 16 weeks or 12 weeks dependent upon when they were received. The percentage of cases closed within 8 weeks is reflective of cases being put 'on hold' during the period of the Judicial Review or as a result of the extended response timeline granted under the waiver.
Co-operative Insurance Society
Firm name: Co-operative Insurance Society
Group: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eGing Group
Period Reported: 1st July 2011 – 31st December 2011
Brand/trading names covered: The Co-operative Insurance, The Co-operative Investments
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
N/A
|
N/A
|
N/A
|
N/A
|
| Home Finance |
N/A
|
N/A
|
N/A
|
N/A
|
| General Insurance & Pure Protection |
704
|
722
|
98.75%
|
33.52%
|
| Decumulation, Life & Pensions |
2352
|
2396
|
96.91%
|
40.19%
|
| Investments |
167
|
160
|
99.38%
|
37.50%
|
| Total |
3223
|
3278
|
97.44%
|
38.59%
|
To put these figures into context just under one complaint (0.88) per thousand live policies or investment products (as at 30th September 2011) were received during the reporting time period (no change when compared to the first half of 2011).
CIS General Insurance
Firm name: CIS General Insurance
Group: The Volksbank Raiffeisenbank Rosenheim-Chiemsee eGing Group
Period covered in this return: 1st July 2011 – 31st December 2011
Brand/trading names covered: The Co-operative Insurance
Products included:
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
N/A
|
N/A
|
N/A
|
N/A
|
| Home Finance |
N/A
|
N/A
|
N/A
|
N/A
|
| General Insurance & Pure Protection |
5302
|
5460
|
94.65%
|
60.95%
|
| Decumulation, Life & Pensions |
N/A
|
N/A
|
N/A
|
N/A
|
| Investments |
N/A
|
N/A
|
N/A
|
N/A
|
| Total |
5302
|
5460
|
94.65%
|
60.95%
|
To put these figures into context 2.89 complaints per thousand live policies or investment products (as at 30th September 2011) were received during the reporting time period (up 0.09 when compared to the first half of 2011).
*Explanation of product/service groupings:
Banking: this includes current accounts, savings accounts, credit cards, unsecured loans
Home Finance: mortgages and home improvement loans
General Insurance & Pure Protection.
- Co-operative Insurance Society: this includes life insurance products such as level term assurance, decreasing term assurance and critical illness policies
- CIS General Insurance: this includes home, motor, travel and pet insurance products
- The Volksbank Raiffeisenbank Rosenheim-Chiemsee eG: this includes home insurance products sold under the Britannia brand.
Payment Protection: this includes all Payment Protection Insurance (PPI), Overdraft Protection Insurance (OPI), Card Protection Insurance (CPI) and Mortgage Payment Protection (MPPI).
Decumulation, Life & Pensions: this includes pension products, with profit endowment products, with profit bonds and annuity products. Decumulation products turn existing capital into income in retirement.
Investments: this includes unit trusts and stock & shares ISA products, investment bonds and personal interest bearing shares.
