Our complaints data

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%

Definitions