Being responsible
Customer service is really important to us
And we strive to make sure our customers have the best possible experience.
- Our people work hard to make sure our customer's interactions with us are plain-sailing, and that we're easy to do business with.
- We know that from time-to-time this isn't always the case; so on these occasions we do our upmost to make sure we put things right.
- Our commitment to customer service is reflected in the number of appeals that were upheld by the Financial Ombudsman Service (FOS) in our favour in 2019.
Complaints summary 2019
| Complaints received | Referred to FOS | Outcome in LV='s favour | |
|---|---|---|---|
| Savings and Retirement | 746 | 1.5% | 98.5% |
| Protection | 2,714 | 2.7% | 97.3% |
| Heritage
(including Teachers Assurance) |
1,402 | 1.8% | 98.1% |
| Tied products and whole of market
(sold by our advisers as part of our advice team) |
82 | 9.8% | 90.2% |
| Legacy business
(ongoing PPI claims) |
3,944 | 0.5% | 99.5% |
| Complaints received | Referred to FOS | Outcome in LV='s favour | |
|---|---|---|---|
| Savings and Retirement | 746 | 1.5% | 98.5% |
| Protection | 2,714 | 2.7% | 97.3% |
| Heritage
(including Teachers Assurance) |
1,402 | 1.8% | 98.1% |
| Tied products and whole of market
(sold by our advisers as part of our advice team) |
82 | 9.8% | 90.2% |
| Legacy business
(ongoing PPI claims) |
3,944 | 0.5% | 99.5% |
Our activities
What we're doing to be a responsible business
Important documents
Responsible business practice information can be found in our Annual Report