Legal & General Assurance Society Ltd.

Firm name: Legal & General Assurance Society Ltd
Group: Legal & General
Other firms included in this return (if any): None
Period covered in this return: 1 January to 30 June 2017
Brands / trading names covered:
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Number of complaints opened by volume of business

The total number of reportable complaints we received during the reporting period

The total number of closed reportable complaints where we have finished looking into the customers’ concerns and sent out our summary or final response letter

The total percentage of complaints that we have resolved to our customers’ satisfaction, by close of business on the third business day following the day on which it was received

The total percentage of complaints closed after 3 days where we have finished looking into our customers’ concerns and sent out our final response letter within 8 weeks of receiving their complaint

This is the percentage of complaints where we agreed with the customer that something had gone wrong and that we were at fault

 

 

Product /
service grouping

Provision (at reporting period end date)

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 opened

 

Banking and credit cards

 

 

Home Finance

 

 

 

 

 

 

Payment Protection; General Insurance; Critical Illness; Income Protection; Term Assurance and Whole of Life

Insurance and pure protection

0.85 per
1000 policies in force

 3168

 3124

71.35%

 28.33%

40.91%

General admin / customer service

Personal Pensions; Free Standing Additional Voluntary Contributions, Investment Linked Annuities and Income Drawdown

Decumulation and pensions

0.64 per
1000 policies in force

809

833

24.61%

74.67%

54.86%

General admin / customer service

Investment Bonds; Endowments; Personal Equity Plans; Individual Savings Accounts (excluding cash ISAs); Unit Trust / Open-ended Investment Companies; Structured Products and Investment Management / services (including Platforms)

Investments

2.16 per
1000 client accounts

 771

 760

 30.53%

 69.08%

 38.03%

Advising, selling and arranging

 

Credit related

 

 

 

 

 

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