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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 1 January 2025 to 30 June 2025.

  • Firm Name: The Royal London Mutual Insurance Society Limited
  • Period covered in this report: 1 January 2025 to 30 June 2025
  • Brands / Trading Names covered: Royal London, Scottish Life, Bright Grey, Scottish Provident, Royal Liver, Royal London (CIS), Police Mutual Insurance Society (PMAS).
  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 0.58 2152 2032 31% 64% 52%

Delays/Timescales
Decumulation and pensions 1.66 6087 5655 28% 64% 67%

Delays/Timescales
Investments 0.29 198 185 34% 63% 61% Delays/Timescale
Credit related 0 0 0 0% 0% 0%

Disputes Over Sums/Charges

* The number of new complaints per 1,000 policies in force at the end of H1 2025 reporting period.