Complaints data - Clear and Highway

Here are the number of complaints we've dealt with

Current complaints data

Complaints figures from July to December 2023

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Type of complaint	Number of complaints opened by volume of business	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
Insurance & Pure Protection	0.84 complaints per 1,000 policies in force	783	850	27%	47%	48%	General Admin/Customer Service - Delays/timescales

Definition

We've used the definition "Insurance & Pure Protection" set by the Financial Conduct Authority (FCA) in the table above. The definitions are designed so you can compare complaints across different companies. Insurance & Pure Protection includes complaints about our motor insurance and property insurance policies.

If you have a complaint that your broker can't resolve.

Previous complaints data

Complaints figures from January to June 2023

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Type of complaint	Number of complaints opened by volume of business	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
Insurance & Pure Protection	0.81 complaints per 1,000 policies in force	925	874	28%	46%	52%	General Admin/Customer Service - Delays/timescales

Complaints figures from July to December 2022

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Type of complaint	Number of complaints opened by volume of business	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
Insurance & Pure Protection	0.69 complaints per 1,000 policies in force	832	702	37%	53%	47%	General Admin/Customer Service - Delays/timescales

Complaints figures from January to June 2022

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Type of complaint	Number of complaints opened by volume of business	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
Insurance & Pure Protection	0.60 complaints per 1,000 policies in force	781	825	32%	56%	52%	General Admin/Customer Service - Delays/timescales