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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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% |
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% |
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% |