Firm name: Legal & General Portfolio Management Services 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) 1 Number of complaints opened 2 Number of complaints closed 3 Percentage closed within 3 days 4 Percentage closed after 3 days but within 8 weeks 5 Percentage upheld 6 Main cause of complaints opened
Banking and credit cards              
Home Finance 7              
Insurance and pure protection 8              
Decumulation and pensions 9 0.22 per
1000 policies in force
380 362 36.46% 62.70% 78.45% General Admin / Customer Service
Investments 10 2.78 per
1000 client accounts
23 21 23.80% 66.66% 23.80% Advising, Selling and Arranging

Credit related

             
Claims management              

Recent reports

Previous reports

Notes

  1. Provision (at reporting period end date) - Number of complaints opened by volume of business
  2. Number of complaints opened - The total number of reportable complaints we received during the reporting period
  3. 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
  4. 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
  5. 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
  6. 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
  7. Home Finance - Retail Mortgages, excluding buy-to-let 
  8. Insurance and pure protection - Payment Protection; General Insurance; Critical Illness; Income Protection; Term Assurance and Whole of Life
  9. Decumulation and pensions - Personal Pensions; Free Standing Additional Voluntary Contributions, Investment Linked Annuities and Income Drawdown
  10. 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)