Complaints data

See the number of complaints we deal with for each of our business areas.

Complaints figures from July to December 2011

	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).

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

Definitions

We've used the definitions set by the Financial Services Authority (FSA) in the tables above. They're designed so you can compare complaints across different companies, but some of them are a bit technical so here's what they mean and the products they relate to.

Banking

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 motor insurance, property 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

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

Previous complaints data (click the headings below to expand)

January to June 2011

Complaints figures from January to June 2011

	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

Complaints figures from July to December 2010

	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

Complaints figures from January to June 2010

	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%
Liverpool Victoria Friendly Society (LVFS)
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

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