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 Jan 2024 to 30th June 2024.
- Firm Name: The Royal London Mutual Insurance Society Limited
- Period covered in this report: 1st Jan 2024 to 30th June 2024
- Brands / Trading Names covered: Royal London, Scottish Life, Bright Grey, Scottish Provident, Royal Liver, Royal London (CIS), Police Mutual Insurance Society (PMAS), Police Mutual, Forces Mutual
| 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 | 2029 | 2023 | 29% | 66% | 51% |
Delays/Timescales |
| Decumulation and pensions | 1.71 | 6145 | 5800 | 35% | 58% | 63% |
Delays/Timescales |
| Investments | 0.58 | 280 | 312 | 27% | 69% | 51% | Delays/Timescale |
| Credit related | 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 2024 reporting period.