Complaints data
Our complaints volume
In the interest of transparency, the Financial Conduct Authority (FCA) requires all firms receiving 500 or more reportable complaints over a six month period, to publish their complaints figures.VitalityHealth and VitalityLife treats all customer complaints seriously and works hard to ensure that we learn from them. We strive to understand and address the underlying cause of every complaint in order to improve the overall experience of our customers.
VitalityHealth complaint data
1 July to 31 December 2024
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for VitalityHealth for the period 1 July to 31 December 2024.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)6.32 | Number of complaints opened7437 | Number of complaints closed7653 | Percentage closed within 3 days (%)47.62 | Percentage closed after 3 days but within 8 weeks (%)49.81 | Percentage upheld (%)50.53 | Main cause of complaints opened Clarity of information given |
The first VCSL also includes the trading names VitalityLife and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2024.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)4.56 | Number of complaints opened8702 | Number of complaints closed9075 | Percentage closed within 3 days (%)42.46 | Percentage closed after 3 days but within 8 weeks (%)52.47 | Percentage upheld (%)53.44 | Main cause of complaints opened Clarity of information given |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.002 | Number of complaints opened3 | Number of complaints closed3 | Percentage closed within 3 days (%)66.00 | Percentage closed after 3 days but within 8 weeks (%)33.00 | Percentage upheld (%)33.00 | Main cause of complaints opened Contributions issues |
1 January to 30 June 2024
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for VitalityHealth for the period 1 January to 30 June 2024.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.10 | Number of complaints opened7872 | Number of complaints closed7883 | Percentage closed within 3 days (%)42.46 | Percentage closed after 3 days but within 8 weeks (%)52.75 | Percentage upheld (%)51.17 | Main cause of complaints opened Clarity of information given |
The first VCSL also includes the trading names VitalityLife and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2024.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)5.27 | Number of complaints opened9239 | Number of complaints closed9285 | Percentage closed within 3 days (%)38.40 | Percentage closed after 3 days but within 8 weeks (%)54.68 | Percentage upheld (%)53.93 | Main cause of complaints opened Clarity of information given |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.001 | Number of complaints opened1 | Number of complaints closed1 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)100 | Percentage upheld (%)100 | Main cause of complaints opened Discount not applied |
1 July to 31 December 2023
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
The firm VCSL also includes the trading names VitalityLife, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.68 | Number of complaints opened8600 | Number of complaints closed103 | Percentage closed within 3 days (%)31.07 | Percentage closed after 3 days but within 8 weeks (%)64.08 | Percentage upheld (%)38.83 | Main cause of complaints openedProduct performance/features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)5.69 | Number of complaints opened10065 | Number of complaints closed11072 | Percentage closed within 3 days (%)26.87 | Percentage closed after 3 days but within 8 weeks (%)62.13 | Percentage upheld (%)53.47 | Main cause of complaints openedProduct performance/features |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened22 | Number of complaints closed25 | Percentage closed within 3 days (%)4.00 | Percentage closed after 3 days but within 8 weeks (%)60.00 | Percentage upheld (%)44.00 | Main cause of complaints openedOther general admin/customer service |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened15 | Number of complaints closed22 | Percentage closed within 3 days (%)4.55 | Percentage closed after 3 days but within 8 weeks (%)55.00 | Percentage upheld (%)45.45 | Main cause of complaints openedOther general admin/customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints openedn/a |
1 January to 30 June 2023
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2023 to 30 June 2023.
The firm VCSL also includes the trading names VitalityLife, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2023 to 30 June 2023.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)8.70 | Number of complaints opened9388 | Number of complaints closed72 | Percentage closed within 3 days (%)31.94 | Percentage closed after 3 days but within 8 weeks (%)41.67 | Percentage upheld (%)27.78 | Main cause of complaints openedClaims Terms & Conditions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)1.01 | Number of complaints opened1717 | Number of complaints closed1675 | Percentage closed within 3 days (%) 18.15 | Percentage closed after 3 days but within 8 weeks (%) 54.87 | Percentage upheld (%)67.34 | Main cause of complaints openedClaims Terms & Conditions |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.08 | Number of complaints opened10 | Number of complaints closed8 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)87.50 | Percentage upheld (%)75.00 | Main cause of complaints openedPlan admin issues |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)4.71 | Number of complaints opened12 | Number of complaints closed8 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)87.50 | Percentage upheld (%)75.00 | Main cause of complaints openedAllegation of payment delay/failure |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.002 | Number of complaints opened4 | Number of complaints closed6 | Percentage closed within 3 days (%)33 | Percentage closed after 3 days but within 8 weeks (%)33 | Percentage upheld (%)50.00 | Main cause of complaints openedMis-advice regarding Apple Watch contributions |
1 July to 31 December 2022
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2022 to 31 December 2022.
The firm VCSL also includes the trading names VitalityLife, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2022 to 31 July 2022.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)9.77 | Number of complaints opened10118 | Number of complaints closed7292 | Percentage closed within 3 days (%)37.70 | Percentage closed after 3 days but within 8 weeks (%)31.77 | Percentage upheld (%)58.90 | Main cause of complaints openedClaims Terms & Conditions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.23 | Number of complaints opened11930 | Number of complaints closed9032 | Percentage closed within 3 days (%) 34.82 | Percentage closed after 3 days but within 8 weeks (%) 37.48 | Percentage upheld (%)61.05 | Main cause of complaints openedClaims Terms & Conditions |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.91 | Number of complaints opened17 | Number of complaints closed22 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)95.45 | Percentage upheld (%)81.82 | Main cause of complaints openedGeneral Service Issue |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)3.62 | Number of complaints opened14 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)92.31 | Percentage upheld (%)76.92 | Main cause of complaints openedGeneral Service Issue |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.002 | Number of complaints opened4 | Number of complaints closed6 | Percentage closed within 3 days (%)33 | Percentage closed after 3 days but within 8 weeks (%)33 | Percentage upheld (%)50.00 | Main cause of complaints openedMis-advice regarding Apple Watch contributions |
1 January to 30 June 2022
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)10.17 | Number of complaints opened8884 | Number of complaints closed6900 | Percentage closed within 3 days (%)50.86 | Percentage closed after 3 days but within 8 weeks (%)40.49 | Percentage upheld (%)53.16 | Main cause of complaints openedGeneral admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.32 | Number of complaints opened10606 | Number of complaints closed8589 | Percentage closed within 3 days (%) 45.81 | Percentage closed after 3 days but within 8 weeks (%) 45.16 | Percentage upheld (%)55.77 | Main cause of complaints openedGeneral admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.97 | Number of complaints opened12 | Number of complaints closed13 | Percentage closed within 3 days (%)15.38 | Percentage closed after 3 days but within 8 weeks (%)53.85 | Percentage upheld (%)84.62 | Main cause of complaints openedUnclear guidance delays |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)1.24 | Number of complaints opened7 | Number of complaints closed11 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)63.64 | Percentage upheld (%)81.82 | Main cause of complaints openedProduct performance / Features |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.003 | Number of complaints opened4 | Number of complaints closed3 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)100 | Percentage upheld (%)33.00 | Main cause of complaints openedVP Credit Broker Activity |
1 July to 31 December 2021
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.66 | Number of complaints opened6893 | Number of complaints closed6946 | Percentage closed within 3 days (%)51.30 | Percentage closed after 3 days but within 8 weeks (%)42.76 | Percentage upheld (%)51.67 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)5.84 | Number of complaints opened8409 | Number of complaints closed8503 | Percentage closed within 3 days (%) 46.21 | Percentage closed after 3 days but within 8 weeks (%) 45.67 | Percentage upheld (%)54.52 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)13.16 | Number of complaints opened13 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)84.62 | Percentage upheld (%)69.23 | Main cause of complaints openedOther |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)7.07 | Number of complaints opened6 | Number of complaints closed6 | Percentage closed within 3 days (%)16.67 | Percentage closed after 3 days but within 8 weeks (%)66.67 | Percentage upheld (%)83.33 | Main cause of complaints opened Other |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)N/A | Number of complaints opened2 | Number of complaints closed4 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)50 | Main cause of complaints openedN/A |
1 January to 30 June 2021
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)8.02 | Number of complaints opened6508 | Number of complaints closed6214 | Percentage closed within 3 days (%)59.07 | Percentage closed after 3 days but within 8 weeks (%)35.06 | Percentage upheld (%)41.96 | Main cause of complaints openedProduct performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)6.2 | Number of complaints opened8248 | Number of complaints closed7899 | Percentage closed within 3 days (%) 52.62 | Percentage closed after 3 days but within 8 weeks (%) 40.40 | Percentage upheld (%)46.63 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)3.67 | Number of complaints opened14 | Number of complaints closed11 | Percentage closed within 3 days (%)14.29 | Percentage closed after 3 days but within 8 weeks (%)64.29 | Percentage upheld (%) 71.43 | Main cause of complaints openedDelays / timescales |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)2.12 | Number of complaints opened8 | Number of complaints closed9 | Percentage closed within 3 days (%)11.11 | Percentage closed after 3 days but within 8 weeks (%)88.89 | Percentage upheld (%)77.78 | Main cause of complaints opened Other general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)N/A | Number of complaints opened5 | Number of complaints closed4 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)20.00 | Main cause of complaints openedN/A |
1 July to 31 December 2020
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)7.7 | Number of complaints opened5423 | Number of complaints closed5447 | Percentage closed within 3 days (%)62.05 | Percentage closed after 3 days but within 8 weeks (%)36.94 | Percentage upheld (%)40.72 | Main cause of complaints openedOther general admin / customer services |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)5.66 | Number of complaints opened6827 | Number of complaints closed6783 | Percentage closed within 3 days (%) 55.49 | Percentage closed after 3 days but within 8 weeks (%)43.08 | Percentage upheld (%) 45.11 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)0.94 | Number of complaints opened1 | Number of complaints closed1 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)100 | Percentage upheld (%)100 | Main cause of complaints openedOther |
| Product/ service grouping ISA | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)6.37 | Number of complaints opened4 | Number of complaints closed6 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)66.67 | Percentage upheld (%)66.67 | Main cause of complaints openedOther |
| Product/ service groupingCredit broking | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)N/A | Number of complaints opened12 | Number of complaints closed9 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)55.56 | Main cause of complaints openedN/A |
1 January - 30 June 2020
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)7.36 | Number of complaints opened5094 | Number of complaints closed5804 | Percentage closed within 3 days (%)57.22 | Percentage closed after 3 days but within 8 weeks (%)42.16 | Percentage upheld (%)45.16 | Main cause of complaints openedProduct performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)5.71 | Number of complaints opened6670 | Number of complaints closed7610 | Percentage closed within 3 days (%) 48.04 | Percentage closed after 3 days but within 8 weeks (%) 51.35 | Percentage upheld (%) 47.06 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)N/A | Number of complaints opened85 | Number of complaints closed81 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%) 64.20 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)1.02 | Number of complaints opened2 | Number of complaints closed1 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)0.00 | Percentage upheld (%)0.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.18 | Number of complaints opened5 | Number of complaints closed6 | Percentage closed within 3 days (%)16.67 | Percentage closed after 3 days but within 8 weeks (%)83.33 | Percentage upheld (%)66.67 | Main cause of complaints openedProduct performance/features & Errors/not following instructions |
1 July - 31 December 2019
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 8.65 | Number of complaints opened 5927 | Number of complaints closed 6030 | Percentage closed within 3 days (%)64.49 | Percentage closed after 3 days but within 8 weeks (%)34.84 | Percentage upheld (%)41.74 | Main cause of complaints openedProduct performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)6.21 | Number of complaints opened7100 | Number of complaints closed7212 | Percentage closed within 3 days (%) 58.22 | Percentage closed after 3 days but within 8 weeks (%) 41.08 | Percentage upheld (%) 42.08 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)N/A | Number of complaints opened10 | Number of complaints closed10 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)50.00 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)0.87 | Number of complaints opened1 | Number of complaints closed0 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)0.00 | Percentage upheld (%)0.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.01 | Number of complaints opened3 | Number of complaints closed5 | Percentage closed within 3 days (%)40.00 | Percentage closed after 3 days but within 8 weeks (%)40.00 | Percentage upheld (%)40.00 | Main cause of complaints openedProduct performance/features & Errors/not following instructions |
1 January to 30 June 2019
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 9.92 | Number of complaints opened 6469 | Number of complaints closed 6318 | Percentage closed within 3 days (%)71.68 | Percentage closed after 3 days but within 8 weeks (%)27.86 | Percentage upheld (%)39.16 | Main cause of complaints openedProduct performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)7.61 | Number of complaints opened8271 | Number of complaints closed8069 | Percentage closed within 3 days (%) 57.99 | Percentage closed after 3 days but within 8 weeks (%) 41.52 | Percentage upheld (%) 38.16 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)N/A | Number of complaints opened105 | Number of complaints closed105 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)60.00 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)1.96 | Number of complaints opened1 | Number of complaints closed1 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)100.00 | Percentage upheld (%)100.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)3.26 | Number of complaints opened2 | Number of complaints closed2 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)100.00 | Percentage upheld (%)100.00 | Main cause of complaints openedProduct performance/features & Errors/not following instructions |
1 July to 31 December 2018
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 8.50 | Number of complaints opened 5222 | Number of complaints closed 5364 | Percentage closed within 3 days (%)63.61 | Percentage closed after 3 days but within 8 weeks (%)35.55 | Percentage upheld (%)41.91 | Main cause of complaints openedProduct performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 6.72 | Number of complaints opened 6873 | Number of complaints closed6875 | Percentage closed within 3 days (%) 50.46 | Percentage closed after 3 days but within 8 weeks (%) 48.73 | Percentage upheld (%) 39.68 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened28 | Number of complaints closed29 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)82.76 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 12.35 | Number of complaints opened 2 | Number of complaints closed 2 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 100.00 | Percentage upheld (%) 50.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 0.00 | Number of complaints opened 0 | Number of complaints closed 0 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%)0.00 | Percentage upheld (%) 0.00 | Main cause of complaints opened N/A |
1 January to 30 June 2018
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 9.92 | Number of complaints opened 5739 | Number of complaints closed 5686 | Percentage closed within 3 days (%)64 | Percentage closed after 3 days but within 8 weeks (%)36 | Percentage upheld (%)46 | Main cause of complaints openedProduct performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 7.41 | Number of complaints opened 7149 | Number of complaints closed6838 | Percentage closed within 3 days (%) 54 | Percentage closed after 3 days but within 8 weeks (%)42 | Percentage upheld (%) 45 | Main cause of complaints openedProduct performance / features |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened25 | Number of complaints closed25 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)56.00 | Main cause of complaints openedN/A |
1 July 2017 – 31 December 2017
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 12.98 | Number of complaints opened 4165 | Number of complaints closed 4265 | Percentage closed within 3 days (%)53 | Percentage closed after 3 days but within 8 weeks (%)45 | Percentage upheld (%)49 | Main cause of complaints openedOther general admin/customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 7.60 | Number of complaints opened 5159 | Number of complaints closed5036 | Percentage closed within 3 days (%) 47 | Percentage closed after 3 days but within 8 weeks (%) 51 | Percentage upheld (%) 48 | Main cause of complaints openedOther general admin/customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | Number of complaints opened2 | Number of complaints closed2 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)0 | Main cause of complaints openedN/A |
1 January 2017 – 30 June 2017
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 27.65 | Number of complaints opened 3098 | Number of complaints closed 3196 | Percentage closed within 3 days (%)43 | Percentage closed after 3 days but within 8 weeks (%)53 | Percentage upheld (%)58 | Main cause of complaints openedProduct performance/features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 6.99 | Number of complaints opened 4319 | Number of complaints closed4405 | Percentage closed within 3 days (%) 35 | Percentage closed after 3 days but within 8 weeks (%)62 | Percentage upheld (%) 54 | Main cause of complaints openedProduct performance/features |
VitalityLife complaint data
1 July to 31 December 2024
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for VitalityLife for the period 1 July to 31 December 2024.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)1.73 | Number of complaints opened1264 | Number of complaints closed1388 | Percentage closed within 3 days (%)14.70 | Percentage closed after 3 days but within 8 weeks (%)66.43 | Percentage upheld (%)69.88 | Main cause of complaints opened Claims assessing delays |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0.00 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0.00 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
The firm VCSL also includes the trading names VitalityLife and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2024.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)4.56 | Number of complaints opened8702 | Number of complaints closed9075 | Percentage closed within 3 days (%)42.46 | Percentage closed after 3 days but within 8 weeks (%)52.47 | Percentage upheld (%)53.44 | Main cause of complaints opened Clarity of information given |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.002 | Number of complaints opened3 | Number of complaints closed3 | Percentage closed within 3 days (%)66.00 | Percentage closed after 3 days but within 8 weeks (%)33.00 | Percentage upheld (%)33.00 | Main cause of complaints opened Contributions issues |
1 January to 30 June 2024
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for VitalityLife for the period 1 January to 30 June 2024.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)2.11 | Number of complaints opened1357 | Number of complaints closed1553 | Percentage closed within 3 days (%)15.37 | Percentage closed after 3 days but within 8 weeks (%)65.11 | Percentage upheld (%)70.07 | Main cause of complaints opened Claims assessing delays |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0.00 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0.00 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
The firm VCSL also includes the trading names VitalityLife and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2024.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)5.27 | Number of complaints opened9239 | Number of complaints closed9285 | Percentage closed within 3 days (%)38.40 | Percentage closed after 3 days but within 8 weeks (%)54.68 | Percentage upheld (%)53.93 | Main cause of complaints opened Clarity of information given |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints opened n/a |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.001 | Number of complaints opened1 | Number of complaints closed1 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)100 | Percentage upheld (%)100 | Main cause of complaints opened Discount not applied |
1 July to 31 December 2023
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
The firm VCSL also includes the trading names VitalityHealth, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)2.14 | Number of complaints opened1380 | Number of complaints closed1516 | Percentage closed within 3 days (%)12.60 | Percentage closed after 3 days but within 8 weeks (%)57.65 | Percentage upheld (%)71.83 | Main cause of complaints openedOther general admin/customer service |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0.00 | Number of complaints opened22 | Number of complaints closed25 | Percentage closed within 3 days (%)4.00 | Percentage closed after 3 days but within 8 weeks (%)60.00 | Percentage upheld (%)44.00 | Main cause of complaints openedOther general admin/customer service |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0.00 | Number of complaints opened15 | Number of complaints closed22 | Percentage closed within 3 days (%)4.55 | Percentage closed after 3 days but within 8 weeks (%)50.00 | Percentage upheld (%)45.45 | Main cause of complaints openedOther general admin/customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)5.69 | Number of complaints opened10065 | Number of complaints closed11072 | Percentage closed within 3 days (%)26.87 | Percentage closed after 3 days but within 8 weeks (%)62.13 | Percentage upheld (%)53.47 | Main cause of complaints openedProduct performance/features |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened22 | Number of complaints closed25 | Percentage closed within 3 days (%)4.00 | Percentage closed after 3 days but within 8 weeks (%)60.00 | Percentage upheld (%)44.00 | Main cause of complaints openedOther general admin/customer service |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened15 | Number of complaints closed22 | Percentage closed within 3 days (%)4.55 | Percentage closed after 3 days but within 8 weeks (%)50.00 | Percentage upheld (%)45.45 | Main cause of complaints openedOther general admin/customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0 | Number of complaints opened0 | Number of complaints closed0 | Percentage closed within 3 days (%)n/a | Percentage closed after 3 days but within 8 weeks (%)n/a | Percentage upheld (%)n/a | Main cause of complaints openedn/a |
1 January to 30 June 2023
VitalityLife and is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2023.
The firm VCSL also includes the trading names VitalityHealth, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2023.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)2.54 | Number of complaints opened1560 | Number of complaints closed1527 | Percentage closed within 3 days (%)16.24 | Percentage closed after 3 days but within 8 weeks (%)56.12 | Percentage upheld (%)67.85 | Main cause of complaints openedClaims assessment delays |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.08 | Number of complaints opened10 | Number of complaints closed8 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)37.50 | Percentage upheld (%)75.00 | Main cause of complaints openedPlan admin issues |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)4.71 | Number of complaints opened12 | Number of complaints closed8 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)87.50 | Percentage upheld (%)75.00 | Main cause of complaints openedAllegation of payment delay/failures |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)1.01 | Number of complaints opened1717 | Number of complaints closed1675 | Percentage closed within 3 days (%)18.15 | Percentage closed after 3 days but within 8 weeks (%)54.87 | Percentage upheld (%)67.34 | Main cause of complaints openedClaims Terms & Conditions |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.08 | Number of complaints opened10 | Number of complaints closed8 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)87.50 | Percentage upheld (%)75.00 | Main cause of complaints openedPlan admin issues |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)4.71 | Number of complaints opened12 | Number of complaints closed8 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)87.50 | Percentage upheld (%)75.00 | Main cause of complaints openedAllegation of payment delay/failures |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.003 | Number of complaints opened4 | Number of complaints closed6 | Percentage closed within 3 days (%)33 | Percentage closed after 3 days but within 8 weeks (%)33 | Percentage upheld (%)50.00 | Main cause of complaints openedMis-advice regarding Apple Watch contributions |
1 July to 31 December 2022
VitalityLife and is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2022.
The firm VCSL also includes the trading names VitalityHealth, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2022.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)2.85 | Number of complaints opened1704 | Number of complaints closed1642 | Percentage closed within 3 days (%)22.17 | Percentage closed after 3 days but within 8 weeks (%)61.21 | Percentage upheld (%)69.12 | Main cause of complaints openedGeneral Service Issue |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.91 | Number of complaints opened17 | Number of complaints closed22 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)59.09 | Percentage upheld (%)81.82 | Main cause of complaints openedGeneral Service Issue |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)3.62 | Number of complaints opened14 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)92.31 | Percentage upheld (%)76.92 | Main cause of complaints openedGeneral Service Issue |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.74 | Number of complaints opened11930 | Number of complaints closed9032 | Percentage closed within 3 days (%)34.82 | Percentage closed after 3 days but within 8 weeks (%)37.84 | Percentage upheld (%)61.05 | Main cause of complaints openedClaims Terms & Conditions |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.91 | Number of complaints opened17 | Number of complaints closed22 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)95.45 | Percentage upheld (%)81.82 | Main cause of complaints openedGeneral Service Issue |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)3.62 | Number of complaints opened14 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)92.31 | Percentage upheld (%)76.92 | Main cause of complaints openedGeneral Service Issue |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.003 | Number of complaints opened4 | Number of complaints closed6 | Percentage closed within 3 days (%)33 | Percentage closed after 3 days but within 8 weeks (%)33 | Percentage upheld (%)50.00 | Main cause of complaints openedMis-advice regarding Apple Watch contributions |
1 January to 30 June 2022
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)2.98 | Number of complaints opened1673 | Number of complaints closed1634 | Percentage closed within 3 days (%)24.91 | Percentage closed after 3 days but within 8 weeks (%)64.63 | Percentage upheld (%)66.10 | Main cause of complaints openedGeneral admin / customer service |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.97 | Number of complaints opened12 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)53.85 | Percentage upheld (%)84.62 | Main cause of complaints openedUnclear guidance / Delays |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)1.24 | Number of complaints opened7 | Number of complaints closed11 | Percentage closed within 3 days (%)00.00 | Percentage closed after 3 days but within 8 weeks (%)64.63 | Percentage upheld (%)81.82 | Main cause of complaints openedProduct performance / Features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)7.32 | Number of complaints opened10606 | Number of complaints closed8589 | Percentage closed within 3 days (%)45.81 | Percentage closed after 3 days but within 8 weeks (%)45.16 | Percentage upheld (%)55.77 | Main cause of complaints openedGeneral admin / Customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)1.97 | Number of complaints opened12 | Number of complaints closed13 | Percentage closed within 3 days (%)15.38 | Percentage closed after 3 days but within 8 weeks (%)53.85 | Percentage upheld (%)84.62 | Main cause of complaints openedUnclear guidance / delays |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)1.24 | Number of complaints opened7 | Number of complaints closed11 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)63.64 | Percentage upheld (%)81.82 | Main cause of complaints openedProduct performance / Features |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)0.003 | Number of complaints opened4 | Number of complaints closed3 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)100 | Percentage upheld (%)33.00 | Main cause of complaints openedVP Credit Broker Activity |
1 July to 31 December 2021
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product / service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)2.79 | Number of complaints opened1494 | Number of complaints closed1543 | Percentage closed within 3 days (%)23.66 | Percentage closed after 3 days but within 8 weeks (%)58.59 | Percentage upheld (%)67.08 | Main cause of complaints openedOther general admin / customer service |
| Product / service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)13.16 | Number of complaints opened13 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)84.62 | Percentage upheld (%)69.23 | Main cause of complaints openedOther |
| Product / service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)7.07 | Number of complaints opened6 | Number of complaints closed6 | Percentage closed within 3 days (%)16.67 | Percentage closed after 3 days but within 8 weeks (%)66.67 | Percentage upheld (%)83.33 | Main cause of complaints openedOther |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)5.84 | Number of complaints opened8409 | Number of complaints closed8503 | Percentage closed within 3 days (%)46.21 | Percentage closed after 3 days but within 8 weeks (%)45.67 | Percentage upheld (%)54.52 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)13.16 | Number of complaints opened13 | Number of complaints closed13 | Percentage closed within 3 days (%)0.00 | Percentage closed after 3 days but within 8 weeks (%)84.62 | Percentage upheld (%)69.23 | Main cause of complaints openedOther |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)7.07 | Number of complaints opened6 | Number of complaints closed6 | Percentage closed within 3 days (%)16.67 | Percentage closed after 3 days but within 8 weeks (%)66.67 | Percentage upheld (%)83.33 | Main cause of complaints openedOther |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)N/A | Number of complaints opened2 | Number of complaints closed4 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)50.00 | Main cause of complaints openedN/A |
1 January - 30 June 2021
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)3.35 | Number of complaints opened1738 | Number of complaints closed1685 | Percentage closed within 3 days (%) 28.54 | Percentage closed after 3 days but within 8 weeks (%)60.41 | Percentage upheld (%) 64.15 | Main cause of complaints openedDelays / timescales |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)3.67 | Number of complaints opened14 | Number of complaints closed11 | Percentage closed within 3 days (%)14.29 | Percentage closed after 3 days but within 8 weeks (%)64.29 | Percentage upheld (%)71.43 | Main cause of complaints openedDelays / timescales |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.12 | Number of complaints opened8 | Number of complaints closed9 | Percentage closed within 3 days (%)11.11 | Percentage closed after 3 days but within 8 weeks (%)88.89 | Percentage upheld (%)77.78 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force)6.2 | Number of complaints opened8248 | Number of complaints closed7899 | Percentage closed within 3 days (%) 52.62 | Percentage closed after 3 days but within 8 weeks (%) 40.40 | Percentage upheld (%)46.63 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force)3.67 | Number of complaints opened14 | Number of complaints closed11 | Percentage closed within 3 days (%)14.29 | Percentage closed after 3 days but within 8 weeks (%)64.29 | Percentage upheld (%) 71.43 | Main cause of complaints openedDelays / timescales |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force)2.12 | Number of complaints opened8 | Number of complaints closed9 | Percentage closed within 3 days (%)11.11 | Percentage closed after 3 days but within 8 weeks (%)88.89 | Percentage upheld (%)77.78 | Main cause of complaints opened Other general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force)N/A | Number of complaints opened5 | Number of complaints closed4 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)20.00 | Main cause of complaints openedN/A |
1 July - 30 December 2020
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.8 | Number of complaints opened1404 | Number of complaints closed1336 | Percentage closed within 3 days (%)28.74 | Percentage closed after 3 days but within 8 weeks (%)68.11 | Percentage upheld (%)63.02 | Main cause of complaints openedDelays / timescales |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)5.66 | Number of complaints opened6827 | Number of complaints closed6783 | Percentage closed within 3 days (%) 55.49 | Percentage closed after 3 days but within 8 weeks (%)43.08 | Percentage upheld (%) 45.11 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingDecumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)0.94 | Number of complaints opened1 | Number of complaints closed1 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)100 | Percentage upheld (%)100 | Main cause of complaints openedOther |
| Product/ service groupingISA | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)6.37 | Number of complaints opened4 | Number of complaints closed6 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%)66.67 | Percentage upheld (%)66.67 | Main cause of complaints openedOther |
| Product/ service groupingCredit broking | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)N/A | Number of complaints opened12 | Number of complaints closed9 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)55.56 | Main cause of complaints openedN/A |
1 January 2020 - 30 June 2020
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)3.32 | Number of complaints opened1576 | Number of complaints closed1806 | Percentage closed within 3 days (%)18.55 | Percentage closed after 3 days but within 8 weeks (%)80.90 | Percentage upheld (%)53.16 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)1.02 | Number of complaints opened2 | Number of complaints closed1 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%) 100 | Percentage upheld (%)66.67 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 2.18 | Number of complaints opened5 | Number of complaints closed6 | Percentage closed within 3 days (%)16.67 | Percentage closed after 3 days but within 8 weeks (%) 83.33 | Percentage upheld (%) 66.67 | Main cause of complaints opened Product performance/features & Errors/not following instructions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)5.71 | Number of complaints opened6670 | Number of complaints closed7610 | Percentage closed within 3 days (%)48.04 | Percentage closed after 3 days but within 8 weeks (%)51.35 | Percentage upheld (%)47.06 |
Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened85 | Number of complaints closed81 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)64.20 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 1.02 | Number of complaints opened2 | Number of complaints closed1 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 0.00 | Percentage upheld (%)0.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 2.18 | Number of complaints opened5 | Number of complaints closed6 | Percentage closed within 3 days (%) 16.67 | Percentage closed after 3 days but within 8 weeks (%)83.33 | Percentage upheld (%)66.67 | Main cause of complaints openedProduct performance/features & Errors/not following instructions |
1 July 2019 - 31 December 2019
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.56 | Number of complaints opened1173 | Number of complaints closed1182 | Percentage closed within 3 days (%)26.23 | Percentage closed after 3 days but within 8 weeks (%)72.93 | Percentage upheld (%)43.82 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)0.87 | Number of complaints opened1 | Number of complaints closed0 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%) 0 | Percentage upheld (%)0 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 2.01 | Number of complaints opened3 | Number of complaints closed5 | Percentage closed within 3 days (%) 40.00 | Percentage closed after 3 days but within 8 weeks (%) 40.00 | Percentage upheld (%) 40.00 | Main cause of complaints opened Product performance/features & Errors/not following instructions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 6.21 | Number of complaints opened 7100 | Number of complaints closed7212 | Percentage closed within 3 days (%) 58.22 | Percentage closed after 3 days but within 8 weeks (%) 41.08 | Percentage upheld (%)42.08 |
Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened10 | Number of complaints closed10 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)50.00 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 0.87 | Number of complaints opened 1 | Number of complaints closed 0 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 0.00 | Percentage upheld (%)0.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 2.01 | Number of complaints opened 3 | Number of complaints closed 5 | Percentage closed within 3 days (%) 40.00 | Percentage closed after 3 days but within 8 weeks (%) 40.00 | Percentage upheld (%) 40.00 | Main cause of complaints opened Product performance/features & Errors/not following instructions |
1 January 2019 - 30 June 2019
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)4.14 | Number of complaints opened1799 | Number of complaints closed1751 | Percentage closed within 3 days (%)8.57 | Percentage closed after 3 days but within 8 weeks (%)90.81 | Percentage upheld (%)34.55 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 1.96 | Number of complaints opened 1 | Number of complaints closed 1 | Percentage closed within 3 days (%)0 | Percentage closed after 3 days but within 8 weeks (%) 100 | Percentage upheld (%)100 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 3.26 | Number of complaints opened 2 | Number of complaints closed 2 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 0.00 | Percentage upheld (%) 0.00 | Main cause of complaints opened Product performance/features & Errors/not following instructions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 7.61 | Number of complaints opened 8271 | Number of complaints closed8069 | Percentage closed within 3 days (%) 57.99 | Percentage closed after 3 days but within 8 weeks (%) 41.52 | Percentage upheld (%) 38.16 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened105 | Number of complaints closed105 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)60.00 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 1.96 | Number of complaints opened 1 | Number of complaints closed 1 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 100.00 | Percentage upheld (%)100.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 3.26 | Number of complaints opened 2 | Number of complaints closed 2 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 100.00 | Percentage upheld (%) 100.00 | Main cause of complaints opened Product performance/features & Errors/not following instructions |
1 July 2018 - 31 December 2018
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)4.04 | Number of complaints opened1651 | Number of complaints closed1511 | Percentage closed within 3 days (%)3.77 | Percentage closed after 3 days but within 8 weeks (%)95.5 | Percentage upheld (%)31.77 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 12.35 | Number of complaints opened 2 | Number of complaints closed 2 | Percentage closed within 3 days (%) 0 | Percentage closed after 3 days but within 8 weeks (%) 100 | Percentage upheld (%) 50 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 0 | Number of complaints opened 0 | Number of complaints closed 0 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 0.00 | Percentage upheld (%) 0.00 | Main cause of complaints opened N/A |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 6.72 | Number of complaints opened 6873 | Number of complaints closed6875 | Percentage closed within 3 days (%) 50.46 | Percentage closed after 3 days but within 8 weeks (%) 48.73 | Percentage upheld (%) 39.68 | Main cause of complaints openedOther general admin / customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened28 | Number of complaints closed29 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)82.76 | Main cause of complaints openedN/A |
| Product/ service grouping Decumulation and pensions | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 12.35 | Number of complaints opened 2 | Number of complaints closed 2 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 100.00 | Percentage upheld (%) 50.00 | Main cause of complaints opened Other general admin / customer service |
| Product/ service grouping Investments | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 0.00 | Number of complaints opened 0 | Number of complaints closed 0 | Percentage closed within 3 days (%) 0.00 | Percentage closed after 3 days but within 8 weeks (%) 0.00 | Percentage upheld (%) 0.00 | Main cause of complaints opened N/A |
1 January 2018 - 30 June 2018
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)3.65 | Number of complaints opened1410 | Number of complaints closed1152 | Percentage closed within 3 days (%)5.99 | Percentage closed after 3 days but within 8 weeks (%)72.92 | Percentage upheld (%)40.28 | Main cause of complaints openedOther general admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 7.41 | Number of complaints opened 7149 | Number of complaints closed6838 | Percentage closed within 3 days (%) 54 | Percentage closed after 3 days but within 8 weeks (%) 42 | Percentage upheld (%) 45 | Main cause of complaints openedProduct performance / features |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) N/A | Number of complaints opened25 | Number of complaints closed25 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)56.00 | Main cause of complaints openedN/A |
1 July 2017 - 31 December 2017
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.78 | Number of complaints opened993 | Number of complaints closed770 | Percentage closed within 3 days (%)12.08 | Percentage closed after 3 days but within 8 weeks (%)85.84 | Percentage upheld (%)39.48 | Main cause of complaints openedDelays/ timescales |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 7.60 | Number of complaints opened 5159 | Number of complaints closed5036 | Percentage closed within 3 days (%) 47 | Percentage closed after 3 days but within 8 weeks (%) 51 | Percentage upheld (%) 48 | Main cause of complaints openedOther general admin/customer service |
| Product/ service groupingCredit related | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | Number of complaints opened2 | Number of complaints closed2 | Percentage closed within 3 days (%)N/A | Percentage closed after 3 days but within 8 weeks (%)N/A | Percentage upheld (%)0 | Main cause of complaints openedN/A |
1 January 2017 - 30 June 2017
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period)2.00 | Number of complaints opened1221 | Number of complaints closed1209 | Percentage closed within 3 days (%)13.32 | Percentage closed after 3 days but within 8 weeks (%)85.86 | Percentage upheld (%)43.67 |
Main cause of complaints openedDelays/ timescales |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) | 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 |
|---|---|---|---|---|---|---|---|
| Product/ service groupingInsurance and pure protection | Number of complaints opened by volume of business (per 1000 policies in force at the end of the reporting period) 6.99 | Number of complaints opened 4319 | Number of complaints closed4405 | Percentage closed within 3 days (%) 35 | Percentage closed after 3 days but within 8 weeks (%) 62 | Percentage upheld (%) 54 | Main cause of complaints openedProduct performance/features |
Vitality’s historic complaints data is publicly available information and can be found on the Financial Conduct Authority’s website. Please note that historic data is published under Vitality’s previous name, Prudential Health Limited and Prudential Health Services Limited.
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