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 |
Insurance and pure protection |
7.7 |
5423 |
5447 |
62.05 |
36.94 |
40.72 |
Other general admin / customer services |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July - 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 |
Insurance and pure protection |
5.66 |
6827 |
6783 |
55.49 |
43.08 |
45.11 |
Other general admin / customer service |
Decumulation and pensions |
0.94 |
1 |
1 |
0 |
100 |
100 |
Other |
ISA |
6.37 |
4 |
6 |
0 |
66.67 |
66.67 |
Other |
Credit broking |
N/A |
12 |
9 |
N/A |
N/A |
55.56 |
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 |
Insurance and pure protection |
7.36 |
5094 |
5804 |
57.22 |
42.16 |
45.16 |
Product performance / features |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
5.71 |
6670 |
7610 |
48.04 |
51.35 |
47.06 |
Other general admin / customer service |
Credit related |
N/A |
85 |
81 |
N/A |
N/A |
64.20 |
N/A |
Decumulation and pensions |
1.02 |
2 |
1 |
0.00 |
0.00 |
0.00 |
Other general admin / customer service |
Investments |
2.18 |
5 |
6 |
16.67 |
83.33 |
66.67 |
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 |
Insurance and pure protection |
8.65 |
5927 |
6030 |
64.49 |
34.84 |
41.74 |
Product performance / features |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
6.21 |
7100 |
7212 |
58.22 |
41.08 |
42.08 |
Other general admin / customer service |
Credit related |
N/A |
10 |
10 |
N/A |
N/A |
50.00 |
N/A |
Decumulation and pensions |
0.87 |
1 |
0 |
0.00 |
0.00 |
0.00 |
Other general admin / customer service |
Investments |
2.01 |
3 |
5 |
40.00 |
40.00 |
40.00 |
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 |
Insurance and pure protection |
9.92 |
6469 |
6318 |
71.68 |
27.86 |
39.16 |
Product performance / features |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
7.61 |
8271 |
8069 |
57.99 |
41.52 |
38.16 |
Other general admin / customer service |
Credit related |
N/A |
105 |
105 |
N/A |
N/A |
60.00 |
N/A |
Decumulation and pensions |
1.96 |
1 |
1 |
0.00 |
100.00 |
100.00 |
Other general admin / customer service |
Investments |
3.26 |
2 |
2 |
0.00 |
100.00 |
100.00 |
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 |
Insurance and pure protection |
8.50 |
5222 |
5364 |
63.61 |
35.55 |
41.91 |
Product performance / features |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
6.72 |
6873 |
6875 |
50.46 |
48.73 |
39.68 |
Other general admin / customer service |
Credit related |
N/A |
28 |
29 |
N/A |
N/A |
82.76 |
N/A |
Decumulation and pensions |
12.35 |
2 |
2 |
0.00 |
100.00 |
50.00 |
Other general admin / customer service |
Investments |
0.00 |
0 |
0 |
0.00 |
0.00 |
0.00 |
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 |
Insurance and pure protection |
9.92 |
5739 |
5686 |
64 |
36 |
46 |
Product performance / features |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
7.41 |
7149 |
6838 |
54 |
42 |
45 |
Product performance / features |
Credit related |
N/A |
25 |
25 |
N/A |
N/A |
56.00 |
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 |
Insurance and pure protection |
12.98 |
4165 |
4265 |
53 |
45 |
49 |
Other general admin/customer service |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
7.60 |
5159 |
5036 |
47 |
51 |
48 |
Other general admin/customer service |
Credit related |
|
2 |
2 |
N/A |
N/A |
0 |
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 |
Insurance and pure protection |
27.65 |
3098 |
3196 |
43 |
53 |
58 |
Product performance/features |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 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 |
Insurance and pure protection |
6.99 |
4319 |
4405 |
35 |
62 |
54 |
Product performance/features |
Product/ service grouping |
Number of complaints opened by volume of business (per 1000 policies sold) |
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 |
Insurance and pure protection |
377.82 |
2627 |
2806 |
39 |
53 |
64 |
Disputes or sum charges |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityLife. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2016 – 31 December 2016.
Product/ service grouping |
Number of complaints opened by volume of business (per 1000 policies sold) |
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 |
Insurance and pure protection |
392.59 |
3997 |
4140 |
63 |
7 |
59 |
Disputes over sums/charges |
Number of complaints opened in the period |
Number of complaints closed in the period |
% of closed complaints upheld (i.e. found in favour of member) |
% of complaints which were closed within eight weeks |
1905 |
1600 |
59.4% |
92.6% |
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading names VitalityLife and Insure Your Health. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2016 – 30 June 2016.
Information for the period 1 January 2016 - 30 June 2016
Data information |
Vitality Corporate Services Limited |
Number of complaints opened |
3090 |
Total of complaints closed |
3042 |
Number of complaints closed within 8 weeks |
2922 |
Percentage closed within 8 weeks |
96.06% |
Total upheld |
1527 |
Percentage upheld |
50.20% |