information

LV= uses cookies to give you the best experience online and to provide anonymised, aggregated site usage data. You can find out what cookies we use and how you can disable them in our Cookie Policy. By continuing to use our website, you agree to our use of cookies in accordance with our cookie policy unless you have disabled them.

skip to main content

Complaints

Working with you to set things straight

Large green heart

Complaints figures from July to December 2017

Type of complaint

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed within 8 weeks

% upheld

Main cause of complaints opened

Liverpool Victoria Insurance Company (LVIC)

Insurance and pure protection

1.82 complains per 1,000 policies in force

8,422

8,591

29.8%

66%

58.3%

General admin and customer service

Liverpool Victoria Friendly Society (LVFS)

Insurance and pure protection

1.51 complaints per 1,000 policies in force

1,565

1225

8.2%

81.7%

66.1%

Advising, selling and arranging

Decumulation and pensions

0.85 complaints per 1,000 policies in force

185

220

11.8%

63.2%

80.9%

General admin and customer service

Investments

1.22 complaints per 1,000 client accounts

112

127

9.4%

81.9%

56.7%

General admin and customer service

LVIC

LVIC covers the brands / trading names of LV=, LV= Frizzell, ABC Insurance and Britannia Rescue.

LVFS

These complaint figures include complaints relating to PPI and banking products sold by LVBS.

Definitions

We've used the definitions set by the Financial Conduct Authority (FCA). Some of them are a bit technical so here's what they mean and the products they relate to.

Decumulation and pensions

Decumulation is the conversion of pension assets built up during your working life into pension income to be spent during your retirement. These complaints relate to pensions, annuities, endowments and whole of life products sold by LVFS.

Banking

Includes complaints about personal loans and credit cards. We closed our banking division to new business in 2008 so we don't offer these products anymore.

Any complaints about these legacy products were dealt with by LVBS until the 31 March 2011 and LVFS afterwards.

Investments

Include complaints about savings plans, ISAs and unit trust investments sold by LVFS.

Insurance and pure protection

Each of our companies has complaints which are included in the 'insurance and pure protection' category.

Liverpool Victoria Insurance Company (LVIC) includes complaints about our car insurance, home insurance, travel insurance, pet insurance, commercial insurance and breakdown cover policies.

Liverpool Victoria Banking Services (LVBS) was dissolved on the 31 March 2011. Any complaints about payment protection insurance policies were dealt with by LVBS until 31 March 2011 and LVFS afterwards.

Liverpool Victoria Friendly Society (LVFS) includes complaints about our life insurance, 50 plus, income protection, critical illness and payment protection policies.


Previous complaints data

January to June 2017

Type of complaint

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed within 8 weeks

% upheld

Main cause of complaints opened

Liverpool Victoria Insurance Company (LVIC)

Insurance and pure protection

1.74 complains per 1,000 policies in force

8,127

8,174

40%

55%

53%

General admin and customer service

Liverpool Victoria Friendly Society (LVFS)

Insurance and pure protection

1.23 complaints per 1,000 policies in force

1,288

1218

9%

79%

64%

Advising, selling and arranging

Decumulation and pensions

0.96 complaints per 1,000 policies in force

215

212

19%

68%

69%

General admin and customer service

Investments

0.99 complaints per 1,000 client accounts

132

126

21%

73%

59%

General admin and customer service

July to December 2016

Type of complaint

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed within 8 weeks

% upheld

Main cause of complaints opened

Liverpool Victoria Insurance Company (LVIC)

Insurance and pure protection

1.78 complains per 1,000 policies in force

8,302

8,245

39.5%

56.2%

57.7%

General admin and customer service

Liverpool Victoria Friendly Society (LVFS)

Insurance and pure protection

1.04 complaints per 1,000 policies in force

1,083

997

9.1%

80.8%

60.7%

Advising, selling and arranging

Decumulation and pensions

1.08 complaints per 1,000 policies in force

162

114

22.8%

65.8%

58.8%

General admin and customer service

Investments

0.92 complaints per 1,000 client accounts

98

91

26.4%

70.3%

57.7%

General admin and customer service


How to make a complaint