Complaints summary

Card Protection Plan Limited is authorised and regulated by the Financial Conduct Authority (FCA) (or, as the context may require, the Financial Services Authority as predecessor entity thereto prior to 1 April 2013). Homecare Insurance Limited is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

These two subsidiaries of CPPGroup Plc are required by the regulator to publish summary details of complaints received in relevant reporting periods. FCA rules permit members of the same group to submit joint reports so the information shown here represents complaints received by both companies in the reporting period described below.

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January – June 2019

Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:


– CPP Card Protection

– CPP Card Protection (Ireland)

– CPP Commercial Card Protection

– Fonesafe mobile device insurance

– Phonesafe mobile phone insurance

– CPP Identity Protection

– CPP Identity Protection (Ireland)

– CPP Commercial Identity Protection

– CPP Identity Theft Alert

– CPP Identity Safe

– CPP ID Lite

– CPP KeyCover

Product/service groupingTotal insurance and pure protectionCredit related
Number of complaints per 1000 policies in force1.12n/a
Number of complaints opened6180
Number of complaints closed5941
Percentage closed within 3 days69%0
Percentage closed after 3 days but within 8 weeks31%100%
Percentage upheld16.5%0%
Main cause of complaints openedAdvising, selling & arrangingn/a