We take complaints very seriously. Customer feedback helps us understand where things have gone wrong, and gives us the opportunity to put them right. It also helps us to understand where we need to improve our products and service.

To make sure that we continuously improve the products and services we offer, we monitor complaint trends, review these and act on them.

We are committed to dealing with complaints as quickly as we can.

Our philosophy is to contact customers as soon as we hear from them to discuss their complaint, and make sure we understand their concerns. Talking to our customers gives us a real insight into what’s important to them and helps us to put things right quickly.

We operate as one brand, but in fact our customers are looked after by a number of different firms. You probably won’t be familiar with the names of these firms, but our reporting shows which firms look after our range of products. In some cases the same products are sold by more than one firm.

This report only details reportable complaints from individual customers. In line with the industry, these are complaints that firms cannot resolve to their customers’ satisfaction within 48 hours. Our report includes our results for: Legal & General Assurance Society Ltd
Legal & General Portfolio Management Services Ltd
Legal & General Insurance
Legal & General Partnership Services Limited
We have also put our results in context for you

We made an error on our July to Dec 2010 complaints report. The figures we published for Legal & General Assurance Society Ltd for the General Insurance and Pure Protection and Decumulation Life and Pensions categories were incorrect. We have now updated our report with the correct information.