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 1 June 2025 to 31 December 2025.
- Firm Name: The Royal London Mutual Insurance Society Limited
- Period covered in this report: 1 June 2025 to 31 December 2025
- Brands / Trading Names covered: Royal London, Scottish Life, Bright Grey, Scottish Provident, Royal Liver, Royal London (CIS).
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Provision* |
Number of complaints opened |
Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage 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 | 0.64 | 2362 | 2400 | 30% | 65% | 51% |
Other general admin / customer service |
| Decumulation and pensions | 1.58 | 5817 | 6081 | 25% | 65% | 67% |
Delays/Timescales |
| Investments | 0.35 | 235 | 224 | 31% | 65% | 71% | Delays/Timescale |
| Credit related | 0 | 0 | 0 | 0% | 0% | 0% |
* The number of new complaints per 1,000 policies in force at the end of H2 2025 reporting.