Common questions about our complaints procedures

Now I've told you what the problem is, what will you do to put it right?

We'll contact you to acknowledge your complaint within five working days. A case officer will investigate your complaint, keep you informed with regular updates and let you know the outcome of our investigation.


How long will you take to answer my complaint?

We aim to resolve your complaint as soon as possible. The Financial Ombudsman Service allows us eight weeks to resolve a complaint before you can ask them to intervene. If we haven’t responded to all your issues within eight weeks, we'll remind you that you can refer your case to the Financial Ombudsman Service. 


How do I contact the Financial Ombudsman Service?

You can contact the Financial Ombudsman Service at: Exchange Tower, London E14 9SR 

Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]

The Ombudsman will need you to complete a form, which you can get from their website

We'll remind you of how to contact the Financial Ombudsman Service when we send you either our final decision letter or our eight week update letter. If you refer your complaint to the Ombudsman this doesn't affect your right to take legal action. 


What if I don't agree with your decision or the resolution you offer?

Please let us know. Your case officer will discuss this with you and explain the reasons for our decision.

If you're still unhappy, once we issue our final response, you may be able to refer your complaint to the Financial Ombudsman Service. The ombudsman will only investigate your complaint after we've had the chance to investigate it. 


What should I do if my complaint is about the independent advice I was given to take your policy?

Please use the correct number on the Life insurance numbers page and we'll let you know what you need to do.


If I follow your complaints procedure, does this mean that I can't follow other avenues like the Ombudsman or legal action?

No. If you make a complaint it doesn't affect your right to refer your complaint to the Financial Ombudsman Service or take out legal action.


Can I refer my complaint to your Chief Executive?

We recommend that you first refer your complaint to the appropriate complaints team. If you still remain unhappy with the decision, you can write to our Chief Executive at this address:

Chief Executive complaints, LV=, County Gates, Bournemouth, BH1 2NF.

PPI or CPP Complaint?

Remember - The deadline for submitting a complaint to LV= about PPI is 29th August 2019.

LV=, also trading under Frizzell Bank and Liverpool Victoria Banking Services at the time, sold PPI policies with the following products:

  • Personal loans
  • Homeowner loans
  • Continuous Credit Facility (CCF)
  • Credit Cards

LV= are also affiliated with the following companies where a small portfolio of Personal Loans was purchased:

  • Morgan Stanley
  • Capital One - You can refer any Capital One PPI enquiries/complaints to Capital One directly.

If you took out PPI after 2005 we've probably already written to let you know there may be problems with the way your policy was sold which will be considered when your complaint is assessed.

If you have a complaint or enquiry about Payment Protection Insurance (PPI) or Card Protection Plan, please see our PPI and CPP complaints section or browse our PPI FAQ’s.

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