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 2016 to 31st July 2016.
Firm Name: The Royal London Mutual Insurance Society Limited
Period covered in this report: 1st January 2016 to 31st July 2016
Brands / Trading Names covered: Royal London, Scottish Life, Bright Grey, Scottish Provident, Royal Liver, Royal London (CIS)
|Number of complaints opened||Number of complaints closed||Complaints closed within 8 weeks (%)||Closed complaints upheld by firm (%)|
|4||General insurance and pure protection||698||650||97.1%||38.9%|
|5||Decumulation, life and pensions||4711||4525||94.7%||37.6%|
To put this into context;
- we had 9,152,000 life and pension policies* in 2015 which means there were 0.51 new complaints per 1,000 policies in this period.
- we had £487,789,073 of annual gross premium income for pure protection policies in 2015 which means there were 0.69 new complaints per £1 million of income.
* Taken from 2015 annual Regulatory insurance return