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 1 July 2020 to 31 December 2020.

Firm Name: Investment Funds Direct Limited.

Period covered in this report: 1 July 2020 to 31 December 2020.

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 401 356 34% 64% 78%

General admin/

customer service





n/a 294 284 27% 70% 81%

General admin/

customer service

* The number of new complaints per 1,000 policies in force at the end of H2 2020 reporting period.

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