Handling Complaints

We take complaints seriously at Stonebridge International Insurance Ltd. and welcome the opportunity to learn from our customers' concerns. You can find out more about our level of recent complaints and how we dealt with them below.

Complaints publication report

We report details of our complaints to the Financial Conduct Authority (FCA) twice a year. This table covers our most recent report - the six-month period from 1 July 2017 to 31 December 2017.

Firm name: Stonebridge International Insurance
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1st July 2017 to 31st December 2017
Brand/Trading names covered: Stonebridge International Insurance, Guardian Direct, Stonebridge International Ltd, Coverty Direct

Period covered in this report: 1st July 2017 to 31st December 2017.

Complaint categories Provision* Number of Complaints opened
Number of complaints
Percentage closed within 3 days Complaints closed after 3 days but within eight weeks
Percentage upheld
Main cause of complaint opened
Banking† n/a n/a n/a n/a n/a n/a n/a
Home finance† n/a n/a n/a n/a n/a n/a n/a
General Insurance and pure protection 0.23 1347 1352 63.9% 35.2% 45.3% General admin/customer service
Decumulation, life and pensions† n/a n/a n/a n/a n/a n/a n/a
Investments† n/a n/a n/a n/a n/a n/a n/a


*The number of complaints opened per 1,000 policies.

** The number of complaints resolved may be greater than the number received as some of those resolved may have been received in the preceding reporting period.

†We don't have any products which fall into these categories.

Learning from complaints

We're committed to treating our customers fairly and will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future. If you have a complaint, please contact us