Legal information

The small print on our products

Legal Product Information at a glance

Read below to understand which products are offered by which LV company. 

Liverpool Victoria Friendly Society Limited

Flexible Transitions Account; Protected Retirement Plan; Flexible Guarantee Bond; Life Protection; Critical Illness Protection; Income Protection; Flexible Protection Plan.

 

Liverpool Victoria Insurance Company Limited

Motor Insurance; Home Insurance; Travel Insurance; Pet Insurance; Landlord Insurance; Breakdown Insurance; Classic Car Insurance; Motorcycle Insurance; Caravan Insurance.

 

LV Equity Release Limited

Lifetime Mortgage; Flexible Lifetime Mortgage.

Complaints

If you have a complaint about any part of the service you receive from us, it’s important that we know about it, so we can help put things right. You can let us know by calling us on 01202 292333 (for TextDirect, dial 18001 first). Or, you can write to us at: Box 2, LV=, County Gates, Bournemouth. BH1 2NF. Your complaint will be dealt with promptly and fairly and in line with the Financial Conduct Authority’s requirements, and if you want more information on how we handle complaints, please contact us.

If we can't resolve your complaint, the Financial Ombudsman Service may be able to help you. Their service is free for you but you'll need to contact them within six months of receiving our final response letter.

Their website is www.financial-ombudsman.org.uk which includes more information about the service, including details of the various ways they can be contacted.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

Financial Services Compensation Scheme

We’ve been in business since 1843, and take great care to manage our affairs sensibly. If we ever did get into financial trouble and couldn’t honour our commitments, you may be entitled to compensation from the Financial Services Compensation Scheme.

The compensation you could get depends on the type of product you have.

Compulsory Insurance (e.g. 3rd party motor insurance)
100% of the claim, and the maximum compensation is unlimited.

Non-compulsory Insurance (e.g. home and general)

90% of the total claim, and the maximum compensation is unlimited.

Long Term Insurance (e.g. pensions and life assurance)

100% of the total claim. For life assurance, the scheme's first responsibility is to seek continuity of life assurance rather than to pay compensation.

Deposits

100% of the first £85,000 of each depositor's claim.

Investments

100% of the first £50,000. For investments, the scheme’s first responsibility is to seek continuity of investment rather than to pay compensation.
The actual level of compensation you receive will depend upon the basis of your claim.

For more information go to www.fscs.org.uk or call 0800 678 1100 or 0207 741 4100.