Spreadsheet: 75810d1276385557-return-of-cell-reference-coordinates-4
Sheet: January

Analysis | Root Cause | Losses | Date Complaint Received | Product Type 2 | FSA Category | Decision | Team | Transaction | Root Cause Level 1 | Root Cause Level 2 | Worktype | Root cause [NAME] | RISK | PROBABILITY OF RISK | IMPACT OF RISK | RISK SCORE | ACCOUNTABLE PERSON | INFORMED | ISSUE STATUS
PH unhappy we have requested AML thinks we are delaying payment | Process | 0 | 18.12.2008 | BHFS_LOW_COST_MORT | 02_DELAY | ACCEPT | MATURITIES | MATURITY | 02_PROCESS | AUTO_OUTPUTS | maturities | Maturity Form was received and monies were requested to go to SL: on JL policy Backscan was requested and sigs did not match so further ID was required | REGULATORY | Medium | Medium | MEDIUM : LOW = 4 | [NAME] | TEAM | CLOSED
PH unhappy his maturity letter gives him a number of Options when in fact the only option is to receive the maturity proceeds. | Process | 0 | 12.12.2008 | HOMEBUYERS_PLAN | 06_POOR_CUSTOMER_SRV | REJECT | MATURITIES | MATURITY | 02_PROCESS | CUST_UNDERSTANDING | PALMMAT | The maturity form issued is a statndard Mat Form giving p/h the option to extend their term, unfortunately this option was not available and the p/h can only take the Maturity proceeds | REGULATORY | Medium | Medium | MEDIUM : LOW = 4 | [NAME] | TEAM | CLOSED
PH unhappy we have not resolved his direct debit payment problem. | System | 0 | 19.12.2008 | LTSB_LIFE_SEC_PLAN | 03_ADMIN_ERRORS | ACCEPT | PREMIUM_SERVICING | [NAME] | 03_SYSTEM | FAILURE_ERROR |  | This compliant has been caused by a system error which we have not yet been able to resolve. We have kept in regular contact with the policyholder and have also sent FREEPOST envelopes for future cheque payments. | CUSTOMER | Low | Medium | MEDIUM : LOW = 4 | [NAME] | TEAM | ONGOING
PH unhappy that when his four policies set up one was set up a month early so they have matured at different times. I have discussed this complaint with EDH and agreed to log it on our system on the basis there is no appropriate place for it. No corrective action nor action plan is required for this complaint | Associate | 0 | 17.12.2008 | BHFS_INV/BOND | 06_POOR_CUSTOMER_SRV | ACCEPT | POL_INFO_LIFE | OTHER | 01_ASSOCIATE | INSTR_NOT_FOLLOWED | PCOMPLAINT | n/a
PH unhappy we sent triviality form with Pensions quote as this has caused a mis-understanding over the lump sum that may be paid | Third Party | 0 | 16.12.2008 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | REJECT | RETIREMENTS | SETTLEMENT | 02_PROCESS | CUST_UNDERSTANDING | CRETTERM | Customer confusion over retirement pack. Unfortunately this could not be avoided as paperwork in the pack is designed to give the customer choices. | Customer | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at delay in payment of maturity proceeds as we had to confirm no interest in policy with LTSB Bank | Process | 0 | 23.12.2008 | BHFS_LOW_COST_MORT | 06_POOR_CUSTOMER_SRV | REJECT | MATURITIES | MATURITY | 02_PROCESS | CUST_UNDERSTANDING | maturities | Mat Forms were received on the 19/12/2008 Fax was issued to MU for LOD this was received on the 22/12/08 and monies were paid out on the 24/12/2008 after the system batch run | REGULATORY | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at having to obtain a Grant of Probate to satisfy death claim | Process | 0 | 16.12.2008 | BHFS_INV/BOND | 06_POOR_CUSTOMER_SRV | REJECT | DEATHS | SETTLEMENT | 02_PROCESS | CUST_UNDERSTANDING | CLMPO | As there was no surviving spouse we was advised by Legal that a GOP was required | REGULATORY | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | ONGOING
PH unhappy at paying additional premiums on income protection and not receivng the benefit they thought | Third Party | 0 | 23.12.2008 | BHFS_INCOME_PROT | 08_DISPUTES_OVER_SUM | REJECT | POLICY_DETAILS_LIFE | CHANGE_OF_DETAILS | 02_PROCESS | CUST_UNDERSTANDING | ippalts | Customer Understanding : Customer not happy as they feel they have been overpaying the policy and they want to surrender plan | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] |  | CLOSED
PH unhappy that incorrect quote sent out for Pension and they have made financial commitments against the incorrect figure | System | 0 | 30.12.2008 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | RETIREMENTS | [NAME] | 03_SYSTEM | FAILURE_ERROR | RETQUOTE | Due to a system error  quotes were issued to the policy holder showing an incorrect value. | Customer | Low | Medium | MEDIUM : LOW = 4 | n/a | TEAM | CLOSED
PH unhappy at receipt of policy review paperwork which no longer relates to her mortgage | System | 0 | 31.12.2008 | BHFS_LOW_COST_MORT | 05_FAILURE_TO_CARRY | REJECT | POL_INFO_LIFE | ILLUSTRATION | 02_PROCESS | CUST_UNDERSTANDING | REVIEW | Customer Understanding: [NAME] unhappy that we have continued to review the plan even though it is not connected to a mortgage. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at not receiving retirement forms | Third Party | 0 | 22.12.2008 | BHFS-PERS-PENS-PLAN | 02_DELAY | REJECT | RETIREMENTS | [NAME] | 02_PROCESS | AUTO_OUTPUTS | retalt | Quotes were issued 3 times but policy holder did not receive the first 2 packs. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | N/A | CLOSED
PH unhappy he could not bring forward the date of his retirement by waiving the cancellation period | Associate | 0 | 19.12.2008 | LTSB-APP-PERS-PENS | 02_DELAY | REJECT | RETIREMENTS | [NAME] | 02_PROCESS | CUST_UNDERSTANDING | retannu | Customer awareness | Customer | Low | Low | LOW : LOW = 2 | [NAME] |  | CLOSED
PH unhappy that he has not had access to policy information so not aware of how policy was doing - feels that premium increase in 2004 was inadequate | Process | 0 | 10.10.2008 | BHFS_LOW_COST_MORT | 06_POOR_CUSTOMER_SRV | REJECT | POL_INFO_PENSIONS | TRANSFER_VALUE | 02_PROCESS | CUST_UNDERSTANDING |  | Policyholder not happy that since SW took over policy he felt that he has not had access to how the policy was performing. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
Ph unhappy that she was told would receive her money by 23rd December but never did - payment not authorised on time | Process | 0 | 5.01.2009 | BHFS_LOW_COST_MORT | 02_DELAY | ACCEPT | MATURITIES | MATURITY | 02_PROCESS | TIMELINESS | maturities | payment was completed on the 22/12/2008 unfortunately the case was in Admin Check and did not get picked up till 23/12/2008 and then was authorised | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | CLOSED
Ph unhappy in delay in receiving his Pension - paperwork sent in Jun 2009 but did not hear anything so had to contact us again | Process | 50 | 24.12.2008 | LTSB-APP-PERS-PENS | 06_POOR_CUSTOMER_SRV | ACCEPT | RETIREMENTS | SETTLEMENT | 03_SYSTEM | FAILURE_ERROR | [NAME] | Paperwork was signed & dated 24.11.08 by customer, although date stamped 21.11.08 and scanned onto system 25.11.08. As customers retirement date was 08.12.08 policy could not have been retired before then. | Customer | Low | Low | LOW : LOW = 2 | [NAME] | N/A | CLOSED
Ph unhappy that we sent proceeds   to her Lloyds account instead of the Alliance & Leicester | Associate | 20 | 23.12.2008 |  | 03_ADMIN_ERRORS | ACCEPT | RETIREMENTS | MATURITY | 01_ASSOCIATE | INSTR_NOT_FOLLOWED | CRETTERM | Customer sent in new bank details on 04.12.08 and pol was retired on 12.12.08 but funds sent to old a/c with Lloyds. | Customer | High | Low | Medium: Medium = 6 | [NAME] | ASSOCIATE | CLOSED
PH did not understand pension letter explaining his entitlement | Third Party | 0 | 06.01.2009 | LTSB-PPP-SINGLE | 06_POOR_CUSTOMER_SRV | REJECT | RETIREMENTS | [NAME] | 02_PROCESS | CUST_UNDERSTANDING | rettterm | ???????
PH unhappy at amount of policy being taken up as life assurance which he nelieives is reducing the plan value | Third Party | 0 | 06.01.2009 | BHFS_LOW_COST_MORT | 08_DISPUTES_OVER_SUM | REJECT | POL_INFO_LIFE | POLICY_DETAILS | 02_PROCESS | CUST_UNDERSTANDING |  | Cutomer Understanding : [NAME] unhappy with the charges taken for life cover | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at delay in settling pension request as we requested info in a piecemeal fashion | Process | 0 | 17.12.2008 | BHFS-PERS-PENS-PLAN | 02_DELAY | REJECT | RETIREMENTS | MATURITY | 01_ASSOCIATE | TONE_QUALITY | [NAME] | Not sure what is meant by "peacemeal fashion", apart from fact that cust did not provide all information requested so we had to write for spouse details and then chase as cust said our letter was not rec'd. | Customer | Low | Low | LOW : LOW = 2 | [NAME] | N/A | CLOSED
PH unhappy at having to provide AML to satisfy our requirements. | Process | 0 | 08.01.2009 | BHFS-PERS-PENS-PLAN | 02_DELAY | REJECT | RETIREMENTS | SETTLEMENT | 02_PROCESS | CUST_UNDERSTANDING | RETTERM | PH does not have birth cert or any other proof of birth and does not have passport. She is trying to obtain copy birth cert, but may take a little while as she was born in Canada. | Customer | Low | Low | LOW : LOW = 2 | [NAME] | N/A | ONGOING
PH unhappy he is unable to increase his premiums to his pension as this is no longer possible for old LTSB plans | System | 0 | 08.01.2009 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | REJECT | POLICY_DETAILS_PENS | INCREMENT | 03_SYSTEM | LIMITATIONS | [NAME] | Customer understanding : as this is a Heritage policy we are unable to increase the premiums on his pension | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
Beneficiary unhappy at delay in settling death claim as we are waiting for correct death certificate | Process | 504.38 | 09.01.2009 | HIGH_PROTECTION_PLAN | 02_DELAY | REJECT | DEATHS | SETTLEMENT | 02_PROCESS | CUST_UNDERSTANDING | deathpo | Interim Certificate was received and we contacted the Coroners to obtain cause of death, coroner advised us to send a letter as an inquest had taken place | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | CLOSED
PH unhappy at not receiving reviews which would have enabled him to switch funds | Process | 0 | 12.01.2009 | BHFS_LOW_COST_MORT | 08_DISPUTES_OVER_SUM | REJECT | MER | FUND_SWITCH | 02_PROCESS | CUST_UNDERSTANDING | mortreview | Customer Understanding of the terms and conditions of their policy and in particular the fund switching element. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy that we advised them in a letter they could extend their Homebuyers plan and that when they opted for this we couldn't | Process | 0 | 09.01.2009 | HOMEBUYERS_PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | MATURITIES | AUTOMATED_LETTERS | 02_PROCESS | AUTO_OUTPUTS | HB2Mat | The maturity Forms that are issued are standard forms, unfortuately the option to extend is not available on this policy | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | ONGOING
PH unhappy at delay in payment of maturity proceedsas we required joint authority | Process | 50 | 09.01.2009 | BHFS_LOW_COST_MORT | 02_DELAY | ACCEPT | MATURITIES | MATURITY | 02_PROCESS | PROCESS_FLAWED | maturities | As this policy was held in JL we required signed authority from Both P/H as bank details were changed | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at delay in payment of surrender proceeds | Process | 91.81 | 12.01.2009 | BHFS_LOW_COST_MORT | 08_DISPUTES_OVER_SUM | ACCEPT | SURRENDERS | SURRENDER | 01_ASSOCIATE | PROC_NOT_FOLLOWED | surrenders | Customer requested that we contact the IFA before we surrendered this policy , we contact the IFA who then had to contact the p/h and we was awaiting a call back before we could proceed. This was not received until 22/12/2008 same day we paid out | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at delays caused by new faster payments system and payments by standing order | System | 0 | 09.01.2009 | CONVERTIBLE_INS_PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | PREMIUM_SERVICING | [NAME] | 03_SYSTEM | FAILURE_ERROR
PH unhappy at delay in payment of maturity proceeds as we had to confirm no interest in policy with LTSB Bank | Process | £20.00 M & S Vouchers | 08.01.2009 | BHFS_LOW_COST_MORT | 06_POOR_CUSTOMER_SRV | ACCEPT | MATURITIES | MATURITY | 01_ASSOCIATE | OWNERSHIP | maturities | Work was created from a manual Maturity Report policy was assigned and fax was issued to MU on the 10/12/2008 received back on the 11/12/2008 case was then suspended awaiting for Mat forms we then paid out on the 09/01/2009 | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | CLOSED
PH unhappy we are unable to pay to a third party | Process | 0 | 09.01.2009 | INV/BOND | 05_FAILURE_TO_CARRY | REJECT | DEATHS | SETTLEMENT | 06_THIRD_PARTY | IFA | clmpo | We are unable to pay Third Parties so not to delay the payment a cheque was mad out to the Executor and a paragraph was added to our letter to advise them of this | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | CLOSED
PH unhappy as we wrote to her incorrectly last March and then when we wrote again value had fallen | Associate | 0 | 12.01.2009 | BHFS-PERS-PENS-PLAN | 02_DELAY | ACCEPT | RETIREMENTS | [NAME] | 01_ASSOCIATE | INCORRECT_INFO | cretalt2 | Associate error: Associate form issued to [NAME] as we wrote concerning term extending policy when retirement date had not been reached | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | OPEN
PH unhappy at delay in payment of maturity proceeds as we had to confirm no interest in policy with LTSB Bank | Process | 0 | 12.01.2009 | BHFS_LOW_COST_MORT | 02_DELAY | REJECT | MATURITIES | MATURITY | 06_THIRD_PARTY | BANK | maturities | Policy was assigned to LTSB MU p/h tried to get the LOD but this took a long time we received the LOD on the 15/01/2009 after fax was issued system updated on the 16/01/2009 proceeds issued on the 19/01/2009 by chaps | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | CLOSED
PH unhappy we have not resolved his standing order payment problem. | System | 0 | 08.01.2009 | ENDOWMENT_PLUS | 06_POOR_CUSTOMER_SRV | ACCEPT | PREMIUM_SERVICING | [NAME] | 03_SYSTEM | FAILURE_ERROR | GENPREM1 | This is being resolved by IT as this is an ongoing problem that has been recognised Industry wide. | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | ONGOING
PH unhappy that automatic increase of premiums not taking place has led to a loss on his part | System | 10.3 | 12.01.2009 | BHFS-PERS-PENS-PLAN | 03_ADMIN_ERRORS | ACCEPT | PREMIUM_SERVICING | [NAME] | 03_SYSTEM | FAILURE_ERROR | hB2Mat | Customer unhappy that his auto increases have not gone in force since 2001 | CUSTOMER | Low | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | ONGOING
PH unhappy at non-receipt of pension statements | System | 0 | 15.01.2009 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | POL_INFO_PENSIONS | ANNUAL_STATEMENTS | 03_SYSTEM | FAILURE_ERROR | policyinf | System error: annual statements not being issued | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | ONGOING
 | System | 0 | 15.01.2009 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | POL_INFO_PENSIONS | ANNUAL_STATEMENTS | 03_SYSTEM | FAILURE_ERROR | policyinf | System error: annual statements not being issued | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | ONGOING
IFA unhappy at non-receipt of quotes | Process | 0 | 15.01.2009 | BHFS_FSAVC | 03_ADMIN_ERRORS | ACCEPT | QUOTES-CUSTOMER | [NAME] | 01_ASSOCIATE | INSTR_NOT_FOLLOWED | retquote | Quotes were requested and issued several times unfortunately the IFA never rec'd the quotes she requested. The quotes with the requested option were issued on 17.11 and 15.12 by [NAME]. On th 3rd request the work was ended by [NAME] with no response sent to the IFA | Customer | Low | Low | LOW : LOW = 2 | [NAME] | [NAME] | CLOSED
PH unhappy at delay in receipt of benefits | Process | 0 | 19.01.2009 | BHFS-TRANS-PR | 02_DELAY | REJECT | RETIREMENTS | MATURITY | 02_PROCESS | CUST_UNDERSTANDING | CRETTERM | Delay caused by various items not received and having to be chased, i.e. spouse details. Pol then failed 10% check and as we could not contact PH on phone we had to write for conf he was happy with reduced figures. | Customer | Low | Low | LOW : LOW = 2 | [NAME] | N/A | CLOSED
PH unhappy that policy has matured with no value felt we should have advised him regularly of its value through the term | Third Party | 0 | 15.01.2009 | HIGH_PROTECTION_PLAN | 06_POOR_CUSTOMER_SRV | REJECT | POLICY_DETAILS_LIFE | OTHER | 02_PROCESS | CUST_UNDERSTANDING |  | Customer Understanding : [NAME] unhappy that the plan has now expired and there is no return on the plan | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at problems setting up direct debit mandate as well as difficulty obtaining copy of original policy | System | £25.00 M & S Vouchers | 16.01.2009 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | RETIREMENTS | OTHER | 01_ASSOCIATE | INCORRECT_INFO | pensionalt | The direct debit is being returned by the bank as no instruction held.This has caused the policy to be in arrears. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | ONGOING
PH unhappy at having to wait until retirement date for us to process their pension. | Third Party | 0 | 16.01.2009 | PPP-REG-EMPEE | 06_POOR_CUSTOMER_SRV | REJECT | RETIREMENTS | SETTLEMENT | 02_PROCESS | CUST_UNDERSTANDING | RETTERM | Customer understanding | Customer | Low | Low | LOW : LOW = 2 | [NAME] | N/A | CLOSED
PH unhappy we did not automatically switch funds on their pension policy. This is not a aprt of their terms and conditions | Process | 0 | 16.01.2009 | BHFS-PERS-PENS-PLAN | 06_POOR_CUSTOMER_SRV | REJECT | POL_INFO_PENSIONS | FUND_SWITCH | 02_PROCESS | CUST_UNDERSTANDING |  | Customer Understanding, p/holder thought that fund should be switched automatically prio to retirement | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy that policy surrendered 29.11 then we gave SV over phone as at 2.12 which was higher then they rec'd | Associate | 0 | 05.01.2009 | LOW_START_MORTGAGE | 08_DISPUTES_OVER_SUM | REJECT | SURRENDERS | SURRENDER | 01_ASSOCIATE | INCORRECT_INFO | Surrenders | Letter of [NAME] was received for SW 24/11/2008 for 8212940 but they did not pass the letter to us until the 01/12/2008, p/h had requested we called with a surrender value, p/h confirmed that he wished the policy to be surrendered , and we surrendered on the 25/11/2008 day after we received the letter | CUSTOMER | Low | Low | MEDIUM : LOW = 4 | [NAME] | TEAM | CLOSED
PH unhappy that we did not provide policy reviews and he should received the sum assured not the current value | Process | 0 | 14.01.2009 | FLEX_SAVINGS_PLAN | 08_DISPUTES_OVER_SUM | REJECT | POLICY_DETAILS_LIFE | MATURITY | 02_PROCESS | CUST_UNDERSTANDING | LIFEALTS | Customer Understanding: [NAME] unhappy with maturity value, then queried why plan was not reviewed. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at having to provide AML to satisfy our requirements. | Process | 0 | 15.01.2009 | LOW_START_MORTGAGE | 02_DELAY | REJECT | SURRENDERS | SURRENDER | 02_PROCESS | CUST_UNDERSTANDING | surrenders | P/h had changed her name from [NAME] to Young and we required evidence of this before we was able to proceed with the surrender | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy we have not contacted him about fund movements and delayed his switch | System | 0 | 16.01.2009 | HOMEBUYERS_PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | POLICY_DETAILS_LIFE | FUND_SWITCH | 03_SYSTEM | FAILURE_ERROR | m problems occurred when we r | Problem with system on Palm when letters are sent out to joint life plan and the policyholders have different names. Then further system problems occurred when we tried to reverse switch | CUSTOMER | Low | Low | MEDIUM : LOW = 4 | [NAME] | TEAM | CLOSED
PH failed to notify us of repayment of mortgage and we continued to take premiums | Third Party | 0 | 20.01.2009 | LTSB_HOMECOVER | 05_FAILURE_TO_CARRY | REJECT | CANCELATIONS | CANCELLATIONS | 02_PROCESS | CUST_UNDERSTANDING | N/A | Letter was received from the p/h to cancel there policy on the 20/01/09, we was not notified before this date to cancel these policies | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy that our letter of 10/10/2008 did not address all her points | Associate | 0 | 14.01.2009 | SW_ANNUITY | 06_POOR_CUSTOMER_SRV | ACCEPT | DEATHS | SETTLEMENT | 01_ASSOCIATE | INSTR_NOT_FOLLOWED | CLMPO | A Letter was received from the Executor with a few questions that needed answers, [NAME] issued a letter but not all the questions were answered | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | CLOSED
PH unhappy at surrender value received as they did not understanding policy conditions fully | Third Party | 0 | 14.01.2009 | LTSB_LIFE_SEC_PLAN | 08_DISPUTES_OVER_SUM | REJECT | SURRENDERS | SURRENDER | 02_PROCESS | CUST_UNDERSTANDING | SURRENDERS | P/h letter was received on the 14/01/2009 , policy was surrendered on the 15/01/2009 and p/h was informed of this on the 15/01/09 | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy we have not resolved standing order payments issue | System | £10.00 M & S Vouchers | 19.01.2009 | ENDOWMENT_PLUS | 06_POOR_CUSTOMER_SRV | ACCEPT | PREMIUM_SERVICING | [NAME] | 03_SYSTEM | LIMITATIONS | genprem | This is being resolved by IT as this is an ongoing problem that has been recognised Industry wide. | CUSTOMER | Medium | Medium | MEDIUM : MEDIUM = 6 | [NAME] | TEAM | ONGOING
PH unhappy that top up AVC has not been added to his existing pension feels he has lost out | Process | 0 | 21.01.2009 | BHFS-PERS-PENS-PLAN | 08_DISPUTES_OVER_SUM | REJECT | POLICY_DETAILS_PENS | INCREMENT | 02_PROCESS | CUST_UNDERSTANDING | pensionalt | Customer Understanding; not possible to add avc to existing policy | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at problems in collecting his premiums. Not part of the faster payments issue | System | £30.00 M & S Vouchers | 23.01.2009 | BHFS-PERS-PENS-PLAN | 03_ADMIN_ERRORS | ACCEPT | RETIREMENTS | [NAME] | 01_ASSOCIATE | PROC_NOT_FOLLOWED | retterm | RETTERM ended work but left freeze code on policy which resulted in the premiums not being collected. | CUSTOMER | Low | Medium | MEDIUM : LOW = 4 | [NAME] | OTHER | ONGOING
PH  unhappy at difference in payment for original quote received | Third_Party | 0 | 26.01.2009 | HOMEBUYERS_PLAN | 08_DISPUTES_OVER_SUM | REJECT | SURRENDERS | SURRENDER | 02_PROCESS | CUST_UNDERSTANDING | Lifepo | A letter was received to surrender this policy but the first date stamp (used by IPC ) 19/01/09 was used to calculate the surrender value. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at delay in receipt of fund value | Process | 20 | 26.01.2009 | HOMEBUYERS_PLAN | 06_POOR_CUSTOMER_SRV | ACCEPT | SURRENDERS | SURRENDER | 02_PROCESS | PROCESS_FLAWED | palmpo | Policy was surrendered on the 19/01/2009 as per instructions this was authorised on the 19/01/2009 cheque was issued to the p/h bank account this would take at lease 3to 5 working days to clear, the policy was suspended for a further few days for the premium to clear. | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy at delay in payment of proceeds due to our request for AML | System | 25.1 | 23.01.2009 | BHFS_LOW_COST_MORT | 06_POOR_CUSTOMER_SRV | ACCEPT | POLICY_DETAILS_LIFE | CHANGE_OF_DETAILS | 01_ASSOCIATE | PROC_NOT_FOLLOWED | routine | Telephone surrender was received and as p/h had changed her name, we checked our records and we only received a letter to confirm name change so the original or certified copy of her marriage cert was requested | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy that we stopped his plan when he had only requested we suspend it. | Third_Party | 0 | 26.01.2009 | BHFS-PERS-PENS-PLAN | 05_FAILURE_TO_CARRY | REJECT | PREMIUM_SERVICING | [NAME] | 02_PROCESS | CUST_UNDERSTANDING | Terminate | Correct procedure followed - p/h requested policy to be paid up, if p/h had cancelled the premiums then the policy would have automatically paid up on its own | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH and Ifa unhappy at delay in payment of annuity due to bankruptcy | Process | 0 | 26.01.2009 | BHFS-PERS-PENS-PLAN | 02_DELAY | ACCEPT | TRANSFERS | TRANSFER_VALUE | 01_ASSOCIATE | PROC_NOT_FOLLOWED | CRETTERM | PH was made bankrupt on 05.10.2000, however PH is exempt from bankruptcy as anyone made bankrupt after May 2000 is exempt. Therefore policy could have been retired on 06.11.2008 rather than 05.01.2009. HOWEVER - this was not noted on [NAME] text as has been seen for other bankruptcy cases that are exempt. | Customer | Medium | Medium | MEDIUM : LOW = 4 | [NAME] | TEAM | CLOSED
PH unhappy we are unable to take his authority over the phone and also we need his wife to sign as policy in trust | Process | 0 | 22.01.2009 | BHFS_INV/BOND | 06_POOR_CUSTOMER_SRV | REJECT | SURRENDERS | SURRENDER | 02_PROCESS | CUST_UNDERSTANDING | SURRENDERS | As policy was in Trust we rquired the trustees signature before we was able to proceed with the surrender | CUSTOMER | Low | Low | LOW : LOW = 2 | [NAME] | TEAM | CLOSED
PH unhappy we took premium and caused his account to go overdrawn | Third_Party | 0 | 27.01.2009 | BHFS-PERS-PENS-PLAN | 08_DISPUTES_OVER_SUM | REJECT | RETIREMENTS | [NAME] | 02_PROCESS | CUST_UNDERSTANDING | CRETTERM | Premiun taken on 18.01.09. Initial paperwork to retire received on 16.01, but all requirements to retire not received until 30.01 when policy retired. The premium taken on the 18th was included in the final value and had already cleared, we would not have stopped this at the initial stage when not all paperwork rec'd on 16th. | Customer | Low | Low | LOW : LOW = 2 | [NAME] | N/A | CLOSED
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | RISK | INFORMED | ISSUE STATUS | F L M
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | FINANCIAL | ASSOCIATE | OPEN | [NAME]
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | MEDIA & REPUTATION | DEPARTMENT | CLOSED | [NAME]
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | REGULATORY | INTERNAL DEVELOPMENT | ONGOING | [NAME]
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | STAFF | CONTROLS
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | TIME & PROBLEM MANAGEMENT | OTHER
 |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | CUSTOMER | TEAM