Responsible business practice

We believe everyone deserves to live confident lives

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%

Important documents

Responsible business practice information can be found in our Annual Report