Responsible business practice

We believe everyone deserves to live confident lives

Being responsible

Customer service will always be important to us

And it’s our aim to make sure that our customers and members have the best possible experiences with our people.

  • Our people strive to make sure that we’re easy to do business with and we’d like all of our customer and members’ interactions with us to be positive. 
  • We know that sometimes this doesn’t always happen; so on these occasions we do our utmost to make sure that we put things right. 
  • The Financial Ombudsman Service (FOS) agreed with 93.25% of our decisions in cases referred to them in 2020, which shows our commitment to customer service.

It’s also important to us that we respond to any dissatisfaction as quickly as possible. In 2020 a dedicated team was formed to look after our complaints process, but they also exist to support our customers and members with any vulnerable situations they may be in.

Our team signpost external charities and organisations who can offer support, provide details about our Member Care Line and look to tailor our services to meet our customers’ and members’ needs where possible.

Complaints summary 2020

  Complaints received Referred to FOS Referred cases where outcome was not in LV='s favour
Savings and Retirement 486 17 1
Protection 1,816 84 7
Heritage

(including Teachers Assurance)

1,020 31 2
Tied products and whole of market

(sold by our advisers as part of our advice team)

48 7 1
Legacy business

(ongoing PPI claims)

832 24 0
  Complaints received Referred to FOS Referred cases where outcome was not in LV='s favour
Savings and Retirement 486 17 1
Protection 1,816 84 7
Heritage

(including Teachers Assurance)

1,020 31 2
Tied products and whole of market

(sold by our advisers as part of our advice team)

48 7 1
Legacy business

(ongoing PPI claims)

832 24 0

Important documents

Responsible business practice information can be found in our Annual Report