Complaints data | LV= Liverpool Victoria

Complaints figures from July to December 2012

Type of complaint	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
Liverpool Victoria Insurance Company (LVIC)
General insurance and pure protection	8,313	8,388	92.7%	49%
Liverpool Victoria Friendly Society (LVFS)
Banking	130	127	100%	41.7%
General insurance and pure protection (including PPI)	3,068	2,416	99.3%	69.8%
Decumulation, life and pensions	504	462	98.5%	56.5%
Investments	33	47	100%	55.3%

LVIC

The 8,313 complaints are from over 3.5 million policies, which works out at less than one complaint for every 420 policies held (complaints received in the six months to 31 December 2012 and policy numbers as at 31 December 2012).

LVIC covers the brands / trading names of LV=, LV= Frizzell, ABC Insurance and Britannia Rescue.

LVFS

The 772 complaints are from over 2 million policies which works out at 0.39 complaints per thousand or less than 1 for every 2590 policies held (complaints received in the 6 months to 31 December 2012 and policy numbers as at 31 December 2012 excluding complaints relating to PPI and banking products sold by LVBS).

Previous complaints data

January to June 2012

Type of complaint	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
Liverpool Victoria Insurance Company (LVIC)
General insurance and pure protection	7,510	7,298	95.1%	49%
Liverpool Victoria Friendly Society (LVFS)
Banking	148	150	100%	43.3%
General insurance and pure protection (including PPI)	3,172	2,751	96.8%	73%
Decumulation, life and pensions	487	473	99.2%	51.6%
Investments	63	65	100%	58.5%

LVIC

The 7,510 complaints are from over 3.4 million policies, which works out at less than one complaint for every 456 policies held (complaints received in the six months to 30 June 2012 and policy numbers as at 30 June 2012).

LVFS

The 759 complaints are from over 2.1 million policies which works out at 0.36 complaints per thousand or less than 1 for every 2,763 policies held (complaints received in the 6 months to 30 June 2012 and policy numbers as at 30 June 2012 excluding the 2,963 complaints relating to PPI and banking products sold by LVBS).

July to December 2011

Type of complaint	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
Liverpool Victoria Insurance Company (LVIC)
General insurance and pure protection	6,484	6,398	94.5%	49.7%
Liverpool Victoria Friendly Society (LVFS)
Banking	95	92	100%	41.3%
General insurance and pure protection	1,584	1,440	99.2%	78.8%
Decumulation, life and pensions	567	565	97.2%	51.2%
Investments	73	73	97.3%	68.5%

LVIC

The 6,484 complaints are from over 3.1 million policies, which works out at less than one complaint for every 490 policies held (complaints received in the six months to 31 December 2011 and policy numbers as at 31 December 2011).

LVFS

The 640 complaints are from over 2.1 million policies which works out at 0.30 complaints per thousand or less than 1 for every 3,300 policies held (complaints received in the 6 months to 31 December 2011 and policy numbers as at 31 December 2011 excluding complaints relating to PPI and banking products sold by LVBS).

January to June 2011

Type of complaint	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
Liverpool Victoria Insurance Company (LVIC)
General insurance and pure protection	6,013	5,875	94.2%	57.5%
Liverpool Victoria Friendly Society (LVFS)
Banking	68	60	100%	48.3%
General insurance and pure protection	1,055	1,064	99.5%	78.3%
Decumulation, life and pensions	615	651	98.5%	57%
Investments	148	169	100%	45.6%

LVIC

The 6,013 complaints are from over 2.9 million policies, which works out at less than one complaint for every 484 policies held (complaints received in the six months to 30 June 2011 and policy numbers as at 30 June 2011).

LVFS

The 763 complaints are from over 2.1 million policies which works out at 0.35 complaints per thousand or less than 1 for every 2,900 policies held (complaints received in the 6 months to 30 June 2011 and policy numbers as at 30 June 2011 excluding complaints relating to PPI and banking products sold by LVBS).

July to December 2010

Type of complaint	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
Liverpool Victoria Insurance Company (LVIC)
General insurance and pure protection	4,629	4,626	94.8%	56.1%
Liverpool Victoria Banking Services (LVBS)
Banking	67	66	100%	56.1%
General insurance and pure protection	847	815	100%	80.9%
Liverpool Victoria Friendly Society (LVFS)
General insurance and pure protection	104	109	98.2%	72.5%
Decumulation, life and pensions	472	479	97.3%	57%
Investments	87	94	98.9%	43.6%

LVIC

The 4,629 complaints are from over two and a half million policies, which works out at less than one complaint for over every 500 policies held (complaints received in the six months to 31 December 2010 and policy numbers as at 31 December 2010).

LVFS

The 663 complaints are from over two million policies, which works out at 0.30 complaints per thousand policies or less than one complaint for every 3,000 policies held (complaints received in the six months to 31 December 2010 and policy numbers as at 31 December 2010).

January to June 2010

Type of complaint	Complaints opened	Complaints closed	% closed in 8 weeks	% closed in customer's favour
Liverpool Victoria Insurance Company (LVIC)
General insurance and pure protection	4,625	4,580	96%	61%
Liverpool Victoria Banking Services (LVBS)
Banking	68	71	100%	72%
General insurance and pure protection	579	576	100%	90%

General insurance and pure protection	134	135	98%	49%
Decumulation, life and pensions	637	642	98%	53%
Investments	163	162	99%	33%

LVIC

The 4,625 LVIC complaints are from over two million policies, which works out at 2 complaints per thousand policies or less than one complaint for every 500 policies held (complaints received in the six months to 30 June 2010 and policy numbers as at 30 June 2010).

LVFS

The 934 complaints are from over two million policies, which works out at 0.42 complaints per thousand policies or less than one complaint for every 2,300 policies held (complaints received in the six months to 30 June 2010 and policy numbers as at 30 June 2010).

How to make a complaint

Definitions

We've used the definitions set by the Financial Services Authority (FSA). Some of them are a bit technical so here's what they mean and the products they relate to.

Banking

Includes complaints about personal loans and credit cards. We closed our banking division to new business in 2008 so we don't offer these products anymore. Any complaints about these legacy products were dealt with by LVBS until the 31 March 2011 and LVFS afterwards.

General insurance and pure protection

Each of our companies has complaints which are included in the 'general insurance and pure protection' category.

Liverpool Victoria Insurance Company (LVIC) includes complaints about our car insurance, home insurance, travel insurance, pet insurance and breakdown cover policies.

Liverpool Victoria Banking Services (LVBS) was dissolved on the 31 March 2011. Any complaints about payment protection insurance policies were dealt with by LVBS until 31 March 2011 and LVFS afterwards.

Liverpool Victoria Friendly Society (LVFS) includes complaints about our income protection, critical illness and payment protection policies.

Decumulation, life and pensions

Decumulation is the conversion of pension assets built up during your working life into pension income to be spent during your retirement. These complaints relate to life insurance, 50 Plus plan, pensions, annuities, endowments and whole of life products sold by LVFS.

Investments

Include complaints about savings plans, ISAs and unit trust investments sold by LVFS.