| 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 |
| 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 covers the brands / trading names of LV=, LV= Frizzell, ABC Insurance and Britannia Rescue.
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.
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.
These complaint figures include complaints relating to PPI and banking products sold by LVBS.
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.
Include complaints about savings plans, ISAs and unit trust investments sold by LVFS.
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 |
| 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 |
75.2% |
22.0% |
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% |
52.7% | General admin and 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 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 |
75.2% |
22.0% |
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% |
52.7% | General admin and customer service |