Our complaints data

Occasionally we don't get things right and our service falls short of the high standards our customers are entitled to, which result in them making a complaint.

There is a strong focus within Ascentric to deal with customer complaints effectively and efficiently and we've got a commitment to ensure that we investigate all complaints that are made. The complaint handling process is very important to us as it provides the opportunity to sort something out that has gone wrong and also gives us a valuable source of customer feedback.

The table below shows how many complaints we received and closed from 1st January 2019 to 30th June 2019.

Firm Name: Investment Funds Direct Limited.

Period covered in this report: 1st January 2019 to 30th June 2019.

Brands / Trading Names covered: Investment Funds Direct Limited, Ascentric, Royal London Retirement Account.


Number of complaints opened by volume of business







Product / service grouping

Provision *


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 upheld

Decumulation and pensions



n/a 635 567 25% 47% 87%

General admin/

customer service





n/a 716 655 31% 40% 87%

General admin/

customer service

* The number of new complaints per 1,000 policies in force at the end of H1 2019 reporting period.

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