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 January 2020 to 30th June 2020.

  • Firm Name: The Royal London Mutual Insurance Society Limited
  • Period covered in this report: 1st January 2020 to 30th June 2020.
  • 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 0.50 2196 2143 49% 49% 40%

Errors / not following instructions

Decumulation and pensions 1.3 3282 3308 35% 58% 57%


Investments 0.6 413 417 43% 53% 32% Unsuitable Advice
Credit related   0 0 N/a N/a N/a


* The number of new complaints per 1,000 policies in force at the end of H1 2020 reporting period.