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 July to 31 December 2016
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

0.76 per
1000 policies in force






General admin / customer service

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

Decumulation and pensions

0.83 per
1000 policies in force






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)


2.10 per
1000 client accounts






Advising, selling and arranging


Credit related







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