Trusted and thoughtful provider

2023 complaints summary

In 2023, the Financial Ombudsman Service (FOS) agreed with over 90% of the decisions we made on complaints referred to them. This shows that we continue to be committed to providing the right outcomes for our members and customers. Any dissatisfaction that we receive is addressed as quickly as possible and over 60% of complaints we have received were resolved within three working days.

The Complaints team don’t just deal with complaints. They also offer additional support to vulnerable members and customers. On an individual basis, and where appropriate, they will tailor our services and signpost to our member benefits, external charities and organisations that may be able to help. We have assisted over 400 LV= members through our member support programme. This ranges from individually tailored financial support to support services for their specific situation.

2023 complaints summary

  Complaints received Referred to FOS Referred cases where outcome was not in LV='s favour
Savings and Retirement 1,392 21 1
Protection 2,603 81 5
Heritage

(including Teachers Assurance)

2,064 56 6
Tied products and Whole of Market

(sold by our advisers as part of our Advice and Direct team)

106 7 1
Legacy business

(ongoing PPI claims)

5 1 0
Overall 6,170 166 13
  Complaints received Referred to FOS Referred cases where outcome was not in LV='s favour
Savings and Retirement 1,392 21 1
Protection 2,603 81 5
Heritage

(including Teachers Assurance)

2,064 56 6
Tied products and Whole of Market

(sold by our advisers as part of our Advice and Direct team)

106 7 1
Legacy business

(ongoing PPI claims)

5 1 0
Overall 6,170 166 13