Complaints Publication Report
We fully investigate any complaints we receive and aim to resolve them to the satisfaction of the customer.
Firm name: Charter Court Financial Services Limited
Group: N/A
Other firms included in this report: None
Period covered in this report: 1 January 2024 – 30 June 2024
Brands/trading names covered: Precise Mortgages and Charter Savings Bank
| Product/service grouping | Provision** (at reporting period end date) | Intermediation (within the reporting period) | 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 opened |
| Banking and credit cards | 2.39 per 1000 accounts | - | 772 | 767 | 37.29% | 62.71% | 48.11% | Other general admin/ customer service |
| Home finance | 18.54 per 1000 balances outstanding | - | 1420 | 1495 | 20.80% | 75.52% | 39.06% | Errors/not following instructions. |
| General insurance and pure protection* | - | - | - | - | - | - | - | - |
| Decumulation, life and pensions* | - | - | - | - | - | - | - | - |
| Investments* | - | - | - | - | - | - | - | - |
| Credit related* | - | - | - | - | - | - | - | - |
*We do not offer these products
**Number of complaints opened by volume of business
Financial Services Compensation Scheme
Your eligible deposits held by a UK establishment of Charter Savings Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit protection scheme. Any deposits you hold above the limit are unlikely to be covered. Please click here for further information or visit www.fscs.org.uk.
