Complaints Data

Working with you to set things straight

Complaints figures from January to June 2018

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 2.32 complains per 1,000 policies in force 10,338
9,157
30% 63%
 69%  General admin and customer service
Liverpool Victoria Friendly Society (LVFS)
Insurance and pure protection 1.51 complaints per 1,000 policies in force 1,741 2022 7%
73%
 68%  Advising, selling and arranging
Decumulation and pensions 0.85 complaints per 1,000 policies in force 276 254 24%
54%
 76%  General admin and customer service
Investments 1.22 complaints per 1,000 client accounts 144 137 20%
60%
 73%  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 2.32 complains per 1,000 policies in force 10,338
9,157
30% 63%
 69%  General admin and customer service
Liverpool Victoria Friendly Society (LVFS)
Insurance and pure protection 1.51 complaints per 1,000 policies in force 1,741 2022 7%
73%
 68%  Advising, selling and arranging
Decumulation and pensions 0.85 complaints per 1,000 policies in force 276 254 24%
54%
 76%  General admin and customer service
Investments 1.22 complaints per 1,000 client accounts 144 137 20%
60%
 73%  General admin and customer service

Definitions

LVIC

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

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.

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 rel="noopener noreferrer" insurance, travel insurance, pet rel="noopener noreferrer" 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.

LVFS

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

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.

 

Previous complaints data

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
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

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
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