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All firms regulated by the Financial Conduct Authority (FCA) are required to publish details of complaints, where the total number is over 500 in either, or both, of the six-month periods of January to June and July to December. We also share this information with the FCA.
We report these details using a prescribed format and terminology which the whole industry must use. To help your understanding of the reports, here are a few points to bear in mind.
Terminology in the report tables
Most of the terms we are obliged to use should be clear, but here are a few pointers.
- Provision – This is where we, as the product provider, show figures representing the number of complaints received during the reporting period, against the number of plans or accounts in force at the end of that period.
- Intermediation – This column is for completion by financial advisers. Where it states N/A this is because we are not the intermediaries (financial advisers) but the product providers.
- Complaints closed – This means we have issued our full response (or Summary Resolution Communication) to the complainant.
- Percentage upheld – This shows the percentage of complaints where our decision was in favour of the complainant.
View the reports
Firm name: Quilter Financial Services Limited
Group: (if applicable): Quilter
Other firms included in this report (if any): N/A
Period covered in this report: 1 January 2026 – 30 June 2026
Brands/trading names covered: N/A
|
|
Number of complaints opened by volume of business |
|
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|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
Banking and credit cards |
per 1000 accounts |
N/A |
||||||
|
Home finance |
per 1000 balances outstanding |
1.05 per 1000 sales |
51 |
50 |
0% |
100% |
30.0% |
Unsuitable advice |
|
Insurance and pure protection |
per 1000 policies in force |
1.38 per 1000 policies sold |
48 |
49 |
0% |
100% |
12.2% |
Unsuitable advice |
|
Decumulation and pensions |
per 1000 policies in force |
12.18 per 1000 policies sold |
207 |
204 |
0% |
100% |
45.1% |
Disputes over sums / charges |
|
Investments |
per 1000 client accounts |
13.07 per 1000 sales or equivalent transactions |
202 |
208 |
0% |
97.1% |
51.4% |
Disputes over sums / charges |
|
Credit related |
|
|
|
|
|
|
|
|
|
Claims management |
per 1000 claims in progress and/or leads generated |
N/A |
|
|
|
|
|
|
|
Funeral plans |
per 1000 plans in force |
per 1000 plans sold |
|
|
|
|
|
|
Firm name: Quilter Life & Pensions Limited
Group: (if applicable): Quilter
Other firms included in this report (if any): N/A
Period covered in this report: 1 January 2026 – 30 June 2026
Brands/trading names covered: N/A
|
|
Number of complaints opened by volume of business |
|
|||||||
|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
|
Banking and credit cards |
per 1000 accounts |
N/A |
|
||||||
|
Home finance |
per 1000 balances outstanding |
per 1000 sales |
|
||||||
|
Insurance and pure protection |
per 1000 policies in force |
per 1000 policies sold |
|
||||||
|
Decumulation and pensions |
2.70 per 1000 policies in force |
per 1000 policies sold |
781 |
836 |
0.8% |
98.8% |
66.7% |
Delays/time scales |
|
|
Investments |
2.69 per 1000 client accounts |
per 1000 sales or equivalent transactions |
164 |
206 |
0.5% |
99.5% |
80.6% |
Other general admin/customer service |
|
|
Credit related |
|
|
|
|
|
|
|
|
|
|
Claims management |
per 1000 claims in progress and/or leads generated |
N/A |
|
|
|
|
|
|
|
|
Funeral plans |
per 1000 plans in force |
per 1000 plans sold |
|
|
|
|
|
|
|
Firm name: Quilter Investment Platform Limited
Group: (if applicable): Quilter
Other firms included in this report (if any): N/A
Period covered in this report: 1 January 2026 – 30 June 2026
Brands/trading names covered: N/A
|
|
Number of complaints opened by volume of business |
|
||||||
|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
Banking and credit cards |
per 1000 accounts |
N/A |
||||||
|
Home finance |
per 1000 balances outstanding |
per 1000 sales |
||||||
|
Insurance and pure protection |
per 1000 policies in force |
per 1000 policies sold |
||||||
|
Decumulation and pensions |
per 1000 policies in force |
per 1000 policies sold |
||||||
|
Investments |
1.42 per 1000 client accounts |
per 1000 sales or equivalent transactions |
552 |
597 |
0.8% |
98.8% |
64.2% |
Delays/time scales |
|
Credit related |
|
|
|
|
|
|
|
|
|
Claims management |
per 1000 claims in progress and/or leads generated |
N/A |
|
|
|
|
|
|
|
Funeral plans |
per 1000 plans in force |
per 1000 plans sold |
|
|
|
|
|
|
Previous reports
Complaints publication report - Quilter Financial Services Limited (1 July 2025 – 31 December 2025 )
Firm name: Quilter Financial Services Limited
Group: (if applicable): Quilter
Other firms included in this report (if any): N/A
Period covered in this report: 1 July 2025 – 31 December 2025
Brands/trading names covered: N/A
|
|
Number of complaints opened by volume of business
|
|
||||||
|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
% closed within 3 days |
% closed after 3 days but within 8 weeks |
% upheld |
Main cause of complaints opened |
|
Banking and credit cards |
per 1000 accounts |
N/A |
||||||
|
Home finance |
per 1000 balances outstanding |
0.45 per 1000 sales |
12 |
2 |
0% |
100% |
0% |
Unsuitable advice |
|
Insurance and pure protection |
per 1000 policies in force |
0.96 per 1000 policies sold |
20 |
9 |
0% |
100% |
44.4% |
Unsuitable advice |
|
Decumulation and pensions |
per 1000 policies in force |
18.27 per 1000 policies sold |
287 |
355 |
0% |
100% |
34.9% |
Disputes over sums / charges |
|
Investments |
per 1000 client accounts |
20.16 per 1000 sales or equivalent transactions |
261 |
273 |
0% |
100% |
51.3% |
Disputes over sums / charges |
|
Credit related |
|
|
|
|
|
|
|
|
|
Claims management |
per 1000 claims in progress and/or leads generated |
N/A |
|
|
|
|
|
|
|
Funeral plans |
per 1000 plans in force |
per 1000 plans sold |
|
|
|
|
|
|
Complaints publication report - Quilter Investment Platform Limited (1 July 2025 – 31 December 2025)
Firm name: Quilter Investment Platform Limited
Group: (if applicable): Quilter
Other firms included in this report (if any): N/A
Period covered in this report: 1 July 2025 – 31 December 2025
Brands/trading names covered: N/A
|
|
Number of complaints opened by volume of business |
|
||||||
|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
% closed within 3 days |
% closed after 3 days but within 8 weeks |
% upheld |
Main cause of complaints opened |
|
Banking and credit cards |
per 1000 accounts |
N/A |
||||||
|
Home finance |
per 1000 balances outstanding |
per 1000 sales |
||||||
|
Insurance and pure protection |
per 1000 policies in force |
per 1000 policies sold |
||||||
|
Decumulation and pensions |
per 1000 policies in force |
per 1000 policies sold |
||||||
|
Investments |
1.38 per 1000 client accounts |
per 1000 sales or equivalent transactions |
516 |
498 |
0.6% |
99.4% |
69.1% |
Delays/time scales |
|
Credit related |
|
|
|
|
|
|
|
|
|
Claims management |
per 1000 claims in progress and/or leads generated |
N/A |
|
|
|
|
|
|
|
Funeral plans |
per 1000 plans in force |
per 1000 plans sold |
|
|
|
|
|
|
Firm name: Quilter Life & Pensions Limited
Group: (if applicable): Quilter
Other firms included in this report (if any): N/A
Period covered in this report: 1 July 2025 – 31 December 2025
Brands/trading names covered: N/A
|
|
Number of complaints opened by volume of business
|
|
||||||
|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
% closed within 3 days |
% closed after 3 days but within 8 weeks |
% upheld |
Main cause of complaints opened |
|
Banking and credit cards |
per 1000 accounts |
N/A |
||||||
|
Home finance |
per 1000 balances outstanding |
per 1000 sales |
||||||
|
Insurance and pure protection |
per 1000 policies in force |
per 1000 policies sold |
||||||
|
Decumulation and pensions |
3.09 per 1000 policies in force |
per 1000 policies sold |
853 |
820 |
1.1% |
98.9% |
67.6% |
Delays/time scales |
|
Investments |
4.04 per 1000 client accounts |
per 1000 sales or equivalent transactions |
223 |
188 |
1.1% |
98.4% |
70.7% |
Delays/time scales |
|
Credit related |
|
|
|
|
|
|
|
|
|
Claims management |
per 1000 claims in progress and/or leads generated |
N/A |
|
|
|
|
|
|
|
Funeral plans |
per 1000 plans in force |
per 1000 plans sold |
|
|
|
|
|
|
Please note that complaints data for previous periods are available upon request at platform.marketing@quilter.com.
Approver: Quilter August 2026
Q 00227/206/18256