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 1st July 2019 to 30th December 2019.

  • Firm Name: The Royal London Mutual Insurance Society Limited
  • Period covered in this report: 1st July 2019 to 31st December 2019.
  • 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* 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              
Home Finance              
Insurance and Pure Protection 0.49 2037 2056 55% 41% 43%

Other general admin / customer service

Decumulation and pensions 1.22 3852 3895 45% 48% 58%


Investments 1.06 775 792 34% 61% 37% Unsuitable Advice
Credit related   4 4 75% 25% 75%

Disputes Over Sums/Charges

* The number of new complaints per 1,000 policies in force at the end of H2 2019 reporting period.