Halden reportsOperations
Halden report · OperationsWhat are customers telling us?
That claims are slow: delay is the top cause of Halden's 142 complaints in 2026, and 22% were upheld.
CoVi · ComplaintsFictitious
Complaints
Halden's complaints board, built by Context Visualised. Complaints in 2026, to 30 September.
- 142Complaints received in 202622 in September, the highest month
- 22%UpheldKRI approaching: amber from 20%, limit 30%
- 91%Closed within 8 weeksFCA deadline
- 4Referred to the Ombudsman
Monthly trend
- Upheld
- All complaints
- 12Jan
- 14Feb
- 11Mar
- 15Apr
- 13May
- 16Jun
- 18Jul
- 21Aug
- 22Sep
Volumes have nearly doubled since spring, and upheld complaints with them. The rise lines up with the UAE fronting partner’s claims backlog (INC-028).
Where they come from
- CoverholdersBinders and cyber SME18% upheld24 days to close58complaints
- UAE fronting partnerMENA property, fronted35% upheld · outside⚠ 41 days to close34complaints
- Open marketBrokers, direct to us13% upheld19 days to close31complaints
- US fronting carrierUS E&S programme21% upheld · approaching28 days to close19complaints
Root causes
Consumer Duty outcome
- Consumer support 52%
- Consumer understanding 27%
- Products and services 13%
- Price and value 8%
Recent complaints
- CMP-26-139 · UAE fronting partnerUpheldMENA property claim unpaid after 74 daysLinked to incident INC-028; compensation £450 paid
- CMP-26-140 · CoverholdersUpheldCertificate issued on superseded binder wordingRidgeway Underwriting; linked to the unapproved wording exception
- CMP-26-136 · CoverholdersNot upheldCyber SME claim declined under war exclusionReferred to the Financial Ombudsman
- CMP-26-134 · US fronting carrierPartly upheldUS trucking claim: slow liability decisionCarrier claims file audit requested
- CMP-26-131 · Open marketUpheldMid-term premium adjustment not explainedBroker letter template updated
How it links
Complaints feed the complaints upheld KRI under the Conduct and compliance appetite, principle 2 of the Conduct and product governance policy, and the Conduct and product committee. Two of the five recent complaints trace back to open incidents, and both sit with third parties.
The trend shows complaints by month, with upheld ones in dark. Below it sit sources, root causes and the latest complaints, each with what it links to.
Source: complaints register at 30 Sep 2026, FCA complaints return H1 2026, risk appetite KRIs.
What it tells us
What it tells us this quarter
- 35%
The UAE fronting partner drew 34 complaints, with 35% upheld and 41 days to close, the worst of any source.
- 22
September brought 22 complaints, the highest month, and the rise lines up with the partner's claims backlog (INC-028).
- 22%
At 22% upheld, complaints sit above the 20% amber trigger and below the 30% limit.
What we did
What we did about it
Actions behind the two complaints linked to open problems, from Halden's action log.
- ACT-029
Agree claims service levels with the UAE fronting partner (INC-028)
- Owner
- Head of Claims
- Policy (approved by)
- Claims management · Underwriting committee
- Due
- 31 Oct 2026
- ACT-033
Move Ridgeway Underwriting onto the current wording
- Owner
- Head of Delegated Authority
- Policy (approved by)
- Delegated authority · Underwriting committee
- Due
- 30 Sep 2026 ⚠ overdue
Actions are listed under the policy they sit in. The action log does not record a deciding committee.
Sources
Where the numbers come from
Volumes, upheld rates and closure times follow the FCA complaints return. DISP 1.6.2R asks for a final response to eligible complainants, or a written reason for the delay, within eight weeks; 91% of the complaints closed inside it.
- Board datacomplaints register at 30 Sep 2026, FCA complaints return H1 2026, risk appetite KRIs
Follow the data
Related reports
One email a month: "This month at Halden". Email address only.
Halden is fictitious. Its numbers are illustrative.