Our complaints data

Figures from July - December 2025

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
General Insurance	2.87 complaints per 1000 policies in force	12,025	11,028	36	48	56	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
General Insurance	2.87 complaints per 1000 policies in force	12,025	11,028	36	48	56	General Admin/Customer Service - Other general admin/customer service

Figures from January - June 2025

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.52 complaints per 1000 policies in force	10,359	10,636	31%	51%	54%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.52 complaints per 1000 policies in force	10,359	10,636	31%	51%	54%	General Admin/Customer Service - Other general admin/customer service

Figures from July - December 2024

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.28 complaints per 1000 policies in force	9,280	9,436	31%	49%	50%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.28 complaints per 1000 policies in force	9,280	9,436	31%	49%	50%	General Admin/Customer Service - Other general admin/customer service

Figures from January - June 2024

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.37 complaints per 1000 policies in force	10,678	11,297	32%	46%	48%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.37 complaints per 1000 policies in force	10,678	11,297	32%	46%	48%	General Admin/Customer Service - Other general admin/customer service

Figures from July - December 2023

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	3.25 complaints per 1000 policies in force	13,149	13,110	35%	48%	53%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	3.25 complaints per 1000 policies in force	13,149	13,110	35%	48%	53%	General Admin/Customer Service - Other general admin/customer service

Figures from January - June 2023

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.96 complaints per 1000 policies in force	12,868	12,777	32%	53%	56%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.96 complaints per 1000 policies in force	12,868	12,777	32%	53%	56%	General Admin/Customer Service - Other general admin/customer service

Figures from July - December 2022

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.06 complaints per 1000 policies in force	9,958	8,648	40%	54%	59%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.06 complaints per 1000 policies in force	9,958	8,648	40%	54%	59%	General Admin/Customer Service - Other general admin/customer service

Figures from January - June 2022

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.02 complaints per 1000 policies in force	9,092	8,804	42%	56%	54%	General Admin/Customer Service - Delays/timescales

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	2.02 complaints per 1000 policies in force	9,092	8,804	42%	56%	54%	General Admin/Customer Service - Delays/timescales

Figures from July - December 2021

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.74 complaints per 1000 policies in force	8,652	8,480	42%	55%	65%	General Admin/Customer Service - Delays/timescales

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.74 complaints per 1000 policies in force	8,652	8,480	42%	55%	65%	General Admin/Customer Service - Delays/timescales

Figures from January - June 2021

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.52 complaints per 1000 policies in force	7,447	7,302	49%	49%	62%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.52 complaints per 1000 policies in force	7,447	7,302	49%	49%	62%	General Admin/Customer Service - Other general admin/customer service

Figures from July - December 2020

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.31 complaints per 1000 policies in force	6,668	6,638	40%	57%	61%	General Admin/Customer Service - Other general admin/customer service

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaint
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.31 complaints per 1000 policies in force	6,668	6,638	40%	57%	61%	General Admin/Customer Service - Other general admin/customer service

Figures from January - June 2020

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.31 complaints per 1,000 policies in force	6685	6917	39%	57%	60%

Type of complaint	Number of complaints opened by volume of business	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.31 complaints per 1,000 policies in force	6685	6917	39%	57%	60%

Figures from July to December 2019

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
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.62 complaints per 1,000 policies in force	8351	8080	43%	55%	62%

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
Liverpool Victoria Insurance Company (LVIC)
Insurance	1.62 complaints per 1,000 policies in force	8351	8080	43%	55%	62%

Previous complaints data

Date	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
January to June 2019	1.50 complaints per 1,000 policies in force	7990	8067	43%	55%	62%
July to December 2018	1.59 complaints per 1,000 policies in force	7990	8067	43%	55%	62%
January to June 2018	2.77 complaints per 1,000 policies in force	2791	2402	20%	78%	60%

Date	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
January to June 2019	1.50 complaints per 1,000 policies in force	7990	8067	43%	55%	62%
July to December 2018	1.59 complaints per 1,000 policies in force	7990	8067	43%	55%	62%
January to June 2018	2.77 complaints per 1,000 policies in force	2791	2402	20%	78%	60%

Definitions

Report definitions

LVIC

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

Insurance

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.