Complaints summary
At ING Direct we take customer service very seriously and are committed to providing excellent customer service by delivering our award winning products to our customers. However sometimes we do make mistakes and when we do we will apologise and put it right for you.
We are committed to resolving every complaint in a transparent and fair way and aim to address most issues by the end of the next business day. We work hard to achieve this and increase the numbers resolved in this way. A complex complaint may take longer to resolve and can involve a greater level of investigation to be able to reply to our customers fully. Our customers are kept informed at stages throughout the complaints investigation.
A full review is completed on our complaints to identify any improvements we can make. Every six months UK financial services companies publish their complaints' data. As you can see, from the table below, between July – December 2011 we received a total of 1,350 complaints. To put this in context this equates to 0.68 complaints per 1,000 accounts.
| Product Area | No of complaints opened |
No of complaints closed |
Complaints closed within 8 weeks (%) |
Complaints upheld by firm |
||||||
| Banking | 1,055 | 909 | 100% | 41% | ||||||
| Mortgages | 295 | 271 | 99% | 46% | ||||||
| General Insurance and Pure protection |
0 | 0 | n/a | n/a | ||||||
| Total | 1,350 | 1,180 |
| Firm name: | ING Direct NV |
| Group: | ING Group |
| Other firms included in this return (if any): | None |
| Period covered in this return: | July - December 2011 |
| Brands covered: | ING Direct NV |