Our LV= colleagues, across every site, are committed to delivering great outcomes for all of our members and customers
We want everyone to be happy with the interactions that they have with us and the service they receive. However we realise we don’t always get things right. That’s why it’s important that we fix any issues that arise and learn from them.
We were recognised for our handling of complaints with an award win for the Best Approach to Complaints courtesy of the Collaboration Network Awards. The award recognises that our complaints processes and approach are highly regarded by peers within our industry and others.
In 2022 the Financial Ombudsman Service (FOS) agreed with 94% of the decisions we made on complaints referred to them. This shows that we continue to be committed to provide the right outcomes for our members and customers. Any dissatisfaction that we receive is addressed as quickly as possible and over half the complaints we received during 2022 were resolved within three working days.
The team don’t just deal with complaints. They also offer additional support to vulnerable members and customers. On an individual basis, and where appropriate, they’ll tailor our services and signpost to our member benefits, external charities and organisations that may be able to help.
Complaints received | Referred to FOS | Referred cases where outcome was not in LV='s favour | |
---|---|---|---|
Savings and Retirement | 1,434 | 15 | 2 |
Protection | 2,607 | 64 | 5 |
Heritage
(including Teachers Assurance) |
2,965 | 36 | 1 |
Tied products and Whole of Market
(sold by our advisers as part of our advice team) |
105 | 13 | 0 |
Legacy business
(ongoing PPI claims) |
4 | 0 | 0 |
Overall | 7,115 | 128 | 8 |
Complaints received | Referred to FOS | Referred cases where outcome was not in LV='s favour | |
---|---|---|---|
Savings and Retirement | 1,434 | 15 | 2 |
Protection | 2,607 | 64 | 5 |
Heritage
(including Teachers Assurance) |
2,965 | 36 | 1 |
Tied products and Whole of Market
(sold by our advisers as part of our advice team) |
105 | 13 | 0 |
Legacy business
(ongoing PPI claims) |
4 | 0 | 0 |
Overall | 7,115 | 128 | 8 |
What we're doing to be a responsible business
Responsible business practice information can be found in our Annual Report