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 |
Our activities
What we're doing to be a responsible business
Important documents
Responsible business practice information can be found in our Annual Report