Royal London.
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 2011 to 30th June 2011.
| Firm Name: | The Royal London Mutual Insurance Society Limited |
| Period covered in this report: | 1 January 2011 – 30 June 2011 |
| Brands / Trading Names covered: | Royal London, Scottish Life, Bright Grey, Scottish Provident |
| Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks (%) |
Closed complaints upheld by firm (%) |
|
|---|---|---|---|---|
| Banking | 0 | 0 | 0 | 0 |
| Home Finance | 0 | 0 | 0 | 0 |
| General insurance and pure protection |
621 | 662 | 99.7 | 51.1 |
| Decumulation, life and pensions |
3940 | 3821 | 95.8 | 37.9 |
| Investments | 55 | 46 | 100 | 36.9 |
To put this into context;
- we had 5,109,141 life and pension policies* in 2010 which means there were 0.77 new complaints per 1,000 policies in this period.
- we had £430,524,106 of annual gross premium income for pure protection policies in 2010 which means there were 1.44 new complaints per £1 million of income.
* Taken from 2010 annual FSA insurance return