Legal & General Assurance Society Ltd
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 January to 30 June 2024
Brands / trading names covered: Legal and General Assurance Society Limited
This includes complaints about: Critical Illness, Income Protection, Term Assurance, Annuities and Workplace Personal Pensions.
Number of complaints opened by volume of business
| 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 |
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| Banking and credit cards |
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| Home Finance |
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| Insurance and pure protection | 0.70 per 1000 policies in force |
3074 | 3230 | 33.37% | 46.71% | 53.93% | General Admin / Customer Service |
| Decumulation and pensions | 1.62 per 1000 policies in force |
1742 | 1704 | 12.44% | 30.10% | 83.33% | General Admin / Customer Service |
| Investments | |||||||
| Credit related |
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| Claims management |
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Previous report
Number of complaints opened by volume of business
| 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 |
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| Home Finance |
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| Insurance and pure protection | 0.66 per 1000 policies in force |
2925 | 2664 | 40.13% | 45.01% | 51.50% | General Admin / Customer Service |
| Decumulation and pensions | 1.17 per 1000 policies in force |
1192 | 1112 | 14.74% | 33.81% | 77.43% | General Admin / Customer Service |
| Investments | |||||||
| Credit related |
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| Claims management |
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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