Complaints data

We're committed to handling all of your feedback quickly and professionally - and that includes any complaints.

Our customers deserve the best, and so if our service hasn't been up to scratch, we'll make every effort to deal with your complaint efficiently. Our complaint handling process is designed to make things right for you and provides us with an opportunity to receive valuable feedback to help us improve.

The table below shows how many complaints we received and closed from 1st January 2018 to 30th June 2018.

Firm Name: The Royal London Mutual Insurance Society Limited

Period covered in this report: 1st January 2018 to 30th June 2018

Brands / Trading Names covered: Royal London, Scottish Life, Bright Grey, Scottish Provident, Royal Liver, Royal London (CIS) Product / service grouping

  Number of complaints opened by volume of business            
Product / service grouping Provision * Complaints opened Complaints closed Closed within 3 days Closed in more than 3 days, but within 8 weeks Complaints upheld Main cause of complaints upheld
Banking and credit cards              
Home Finance              
Insurance and Pure Protection 0.60 2754 2692 69% 29% 38%

General admin, customer service 

Decumulation and pensions 1.31 3867 3777 57% 38% 52%

General admin, customer service 

Investments 0.96 985 980 49% 49% 38% Advising, selling and arranging
Credit related   7 7 57% 43% 14%

Information, sums/charges or product performance

* The number of new complaints per 1,000 policies in force at the end of H2 2018 reporting period.