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Complaints data

Occasionally we do not always get things right and our service falls short of the high standards our customers are entitled to, which result in them making a complaint. There is a strong focus within Royal London to deal with customer complaints effectively and efficiently and Royal London has a commitment to ensure that we investigate all complaints that are made. The complaint handling process is very important to Royal London as it provides the opportunity to sort something out that has gone wrong and also gives us a valuable source of customer feedback.

The table below shows how many complaints we received and closed from 1 July 2023 to 31 December 2023.

  • Firm Name: The Royal London Mutual Insurance Society Limited
  • Period covered in this report: 1 July 2023 to 31 December 2023
  • Brands / Trading Names covered: Royal London, Scottish Life, Bright Grey, Scottish Provident, Royal Liver, Royal London (CIS), Police Mutual Insurance Society (PMAS), Police Mutual, Forces Mutual.
  Number of complaints opened by volume of business            
Product / service grouping Provision*

Complaints opened

 Complaints closed Closed within 3 days Closed after 3 days but within 8 weeks Complaints upheld Main cause of complaints upheld
Banking and credit cards 0 0 0 0% 0% 0%  
Home Finance 0 0 0 0% 0% 0%  
Insurance and Pure Protection 0.55 1965 2108 19% 70% 53%

Delays/Timescales
Decumulation and pensions 1.60 5687 6002 24% 66% 63%

Delays/Timescales
Investments 0.33 270 256 30% 61% 61% Delays/Timescale
Credit related   1 1 0% 100% 0%

Disputes Over Sums/Charges

* The number of new complaints per 1,000 policies in force at the end of H2 2023 reporting period.