DISP 1 Annex 1A Recommended metrics

Banking and credit cards23

Complaints per 1,000 accounts

The tariff base (number of accounts) at row 1, column 2 of the table in FEES 5 Annex 1 R as reported in the firm's most recent statement of total amount of relevant business or if this tariff base is not relevant, the applicable tariff base under FEES 5 Annex 1 R23

General insurance and pure protection (provision)

Complaints per £1m of annual gross premium income

The tariff base (annual gross premium income) at row 2, column 2 of the table in FEES 5 Annex 1 R as reported in the firm's most recent statement of total amount of relevant business

General insurance and pure protection (intermediation)

Complaints per £1m of annual income

The tariff base (annual income) at row 17, column 2 of the table in FEES 5 Annex 1 R reported in the firm's most recent statement of total amount of relevant business

Home finance

Complaints per 1,000 loans outstanding

The total number of balances outstanding (all loans) at row E.45 or E.53 of E(2) in SUP 16 Annex 19A (Mortgage Lenders and Administrators Return) as reported in the firm's most recent return

Investment (provision1)

Complaints per £1m of annual eligible income

The firm's annual eligible income as defined in class D1 of FEES 6 Annex 3 R

Investment (intermediation)

Complaints per £1m of annual eligible income

The firm's annual eligible income as defined in class D2 of FEES 6 Annex 3 R

Decumulation, life and pensions (provision)

Complaints per 1,000 policyholders

The number of the firm's policyholders at row 3 of Forms 51 - 54 (whichever are relevant) in IPRU(INS) Appendix 9.3R as reported in the firm's most recent form

Decumulation, life and pensions (intermediation)

Complaints per £1m of annual eligible income

The firm's annual eligible income as defined in class C2 of FEES 6 Annex 3 R23

23Credit-related activities

Complaints per £1m of annual eligible income

The applicable tariff base under FEES 5 Annex 1 R

Note 1: For the purposes of this annex the reference to complaints is a reference to complaints opened during the relevant reporting period.

Note 2: Where a firm undertakes both (a) general insurance and pure protection provision and (b) general insurance and pure protection intermediation, it can choose to use the metric which forms the greater part of its business.

Note 3: Where a firm undertakes both (a) fund management and (b) investment intermediation, it can choose to use the metric which forms the greater part of its business.

Note 4: Where a firm undertakes both (a) decumulation, life and pensions provision and (b) decumulation, life and pensions intermediation, it can choose to use the metric which forms the greater part of its business.

Note 5: Where a firm undertakes both (a) banking and credit cards and (b) other credit-related activities, it can chose to use the metric which forms the greater part of its business.

Note 6: Where a firm undertakes both (a) home finance and (b) credit-related activities, it can chose to use the metric which forms the greater part of its business.