Complaints and feedback

If you're not happy, we're not happy. We try to get everything right first time, but we know that sometimes things can go wrong. If this happens, please let us know so we can put it right. We always do our best to resolve problems as quickly, thoroughly and fairly as possible.

If you'd like to share some general feedback with us, rather than make a complaint, you might like to use our feedback form. Oh, and please also let us know about the good experiences, not just the bad.

See our complaints data

Our complaints commitment

If you have some specific questions about complaints you might want to read our complaints FAQs before contacting us.

Once you've told us about your complaint, we'll:

pass it to the right person
get back to you as soon as possible so you know what to expect next
give you the name and contact details of the person dealing with your complaint, deal with your complaint fairly
listen to your feedback and see what lessons we can learn from it
give you a written update on progress in the unlikely event that your complaint is going to take more than eight weeks to resolve

Read our guide How to Complain to LV= (PDF 134 KB)

If we can't resolve your complaint, the Financial Ombudsman Service may be able to help you. Their service is free for you, but you'll need to contact them within six months of receiving our final response letter.

Their website is www.financial-ombudsman.org.uk which includes more information about the service, including details of the various ways they can be contacted.

If we are unable to resolve your complaint and your complaint is in reference to a pension product then you may wish to take your complaint to The Pension Ombudsman Service, but you'll need to contact them within six months of receiving our final response letter.

Their website is www.pension-ombudsman.org.uk which also includes more details about their service.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

We're not responsible for the content of external websites.

Call us
The quickest way we can start dealing with your complaint.

Email us
Arrange a time for us to call you back, email or write to you.

Write to us
Write to us about your complaint and we’ll get back to you by phone, email or letter.