Latest report

Firm name: * Legal & General Assurance Society Ltd
Group: Legal & General
Other firms included in this return (if any): None
Period covered in this return: 1 July to 31 December 2020
Brands / trading names covered:

Number of complaints opened by volume of business

Table Caption
Product /service grouping Provision (at reporting period end date)  Number of complaints opened  Number of complaints closed  Percentage closed within 3 days  Percentage closed after 3 days but within 8 weeks  Percentage upheld  Main cause of complaints opened
Banking and credit cards - - - - - - -
Home Finance  - - - - - - -
Insurance and pure protection  0.50 per
1000 policies in force
2112 2029 59.63% 34.10% 43.32 General Admin / Customer Service
Decumulation and pensions  0.78 per
1000 policies in force
663 677 24.07% 74.00% 66.17% General Admin / Customer Service
Investments  0.30 per
1000 client accounts
76 105 19.04% 80.00% 53.33% Advising, Selling and Arranging

Credit related

- - - - - - -

Claims management

- - - - - - -

⃰ In September 2020 Legal & General Assurance Society Ltd sold its Mature Savings Division which reduced the activity in H2.

Recent report

Notes

Provision (at reporting period end date) - Number of complaints opened by volume of business
Number of complaints opened - The total number of reportable complaints we received during the reporting period
Number of complaints closed - The total number of closed reportable complaints where we have finished looking into the customers’ concerns and sent out our summary or final response letter
Percentage closed within 3 days - The total percentage of complaints that we have resolved to our customers’ satisfaction, by close of business on the third business day following the day on which it was received
Percentage closed after 3 days but within 8 weeks - The total percentage of complaints closed after 3 days where we have finished looking into our customers’ concerns and sent out our final response letter within 8 weeks of receiving their complaint
Percentage upheld - This is the percentage of complaints where we agreed with the customer that something had gone wrong and that we were at fault
Home Finance - Retail Mortgages, excluding buy-to-let 
Insurance and pure protection - Payment Protection; General Insurance; Critical Illness; Income Protection; Term Assurance and Whole of Life
Decumulation and pensions - Personal Pensions; Free Standing Additional Voluntary Contributions, Investment Linked Annuities and Income Drawdown
Investments - Investment Bonds; Endowments; Personal Equity Plans; Individual Savings Accounts (excluding cash ISAs); Unit Trust / Open-ended Investment Companies; Structured Products and Investment Management / services (including Platforms)