Responsible business practice

As a responsible business we believe everyone deserves to Live Confident

Being responsible

We pride ourselves on our customer service by putting our customers and members first

It's one of the things that makes us different!

From time to time, things can go wrong and when they do happen we aim to put right any complaints as quickly as possible and make sure our customers and members receive a fair outcome, which is reflected by the number of appeals that were upheld by the Financial Ombudsman Service (FOS) in our favour.

Complaints summary 2018

Complaints received 2018 Referred to FOS 2018 Outcome in LV='s favour 2018
Life 2,560 4% 92%
Heritage 687 3% 83%
Legacy business* 1,876
1% 100%
Complaints received 2018 Referred to FOS 2018 Outcome in LV='s favour 2018
Life 2,560 4% 92%
Heritage 687 3% 83%
Legacy business* 1,876
1% 100%

Important documents

See our Responsible business practice pages from our Reports and Accounts