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 2023
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

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  0.66 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

- - - - - - -

Claims management

- - - - - - -

Previous 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