Complaints data
Our complaints volume
In the interest of transparency, the Financial Conduct Authority (FCA) requires all firms receiving 500 or more reportable complaints over a six month period, to publish their complaints figures.VitalityHealth and VitalityLife treats all customer complaints seriously and works hard to ensure that we learn from them. We strive to understand and address the underlying cause of every complaint in order to improve the overall experience of our customers.
VitalityHealth complaint data
1 July to 31 December 2023
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
The firm VCSL also includes the trading names VitalityLife, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 7.68 | 8600 | 103 | 31.07 | 64.08 | 38.83 | Product performance/features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 5.69 | 10065 | 11072 | 26.87 | 62.13 | 53.47 | Product performance/features |
| Decumulation and pensions | 0 | 22 | 25 | 4.00 | 60.00 | 44.00 | Other general admin/customer service |
| ISA | 0 | 15 | 22 | 4.55 | 55.00 | 45.45 | Other general admin/customer service |
| Credit related | 0 | 0 | 0 | n/a | n/a | n/a | n/a |
1 January to 30 June 2023
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2023 to 30 June 2023.
The firm VCSL also includes the trading names VitalityLife, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2023 to 30 June 2023.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 8.70 | 9388 | 72 | 31.94 | 41.67 | 27.78 | Claims Terms & Conditions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 1.01 | 1717 | 1675 | 18.15 | 54.87 | 67.34 | Claims Terms & Conditions |
| Decumulation and pensions | 1.08 | 10 | 8 | 0.00 | 87.50 | 75.00 | Plan admin issues |
| ISA | 4.71 | 12 | 8 | 0.00 | 87.50 | 75.00 | Allegation of payment delay/failure |
| Credit related | 0.002 | 4 | 6 | 33 | 33 | 50.00 | Mis-advice regarding Apple Watch contributions |
1 July to 31 December 2022
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2022 to 31 December 2022.
The firm VCSL also includes the trading names VitalityLife, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2022 to 31 July 2022.
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 9.77 | 10118 | 7292 | 37.70 | 31.77 | 58.90 | Claims Terms & Conditions |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 7.23 | 11930 | 9032 | 34.82 | 37.48 | 61.05 | Claims Terms & Conditions |
| Decumulation and pensions | 1.91 | 17 | 22 | 0.00 | 95.45 | 81.82 | General Service Issue |
| ISA | 3.62 | 14 | 13 | 0.00 | 92.31 | 76.92 | General Service Issue |
| Credit related | 0.002 | 4 | 6 | 33 | 33 | 50.00 | Mis-advice regarding Apple Watch contributions |
1 January to 30 June 2022
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 10.17 | 8884 | 6900 | 50.86 | 40.49 | 53.16 | General admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 7.32 | 10606 | 8589 | 45.81 | 45.16 | 55.77 | General admin / customer service |
| Decumulation and pensions | 1.97 | 12 | 13 | 15.38 | 53.85 | 84.62 | Unclear guidance delays |
| ISA | 1.24 | 7 | 11 | 0.00 | 63.64 | 81.82 | Product performance / Features |
| Credit related | 0.003 | 4 | 3 | 0 | 100 | 33.00 | VP Credit Broker Activity |
1 July to 31 December 2021
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 7.66 | 6893 | 6946 | 51.30 | 42.76 | 51.67 | Other general admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 5.84 | 8409 | 8503 | 46.21 | 45.67 | 54.52 | Other general admin / customer service |
| Decumulation and pensions | 13.16 | 13 | 13 | 0.00 | 84.62 | 69.23 | Other |
| ISA | 7.07 | 6 | 6 | 16.67 | 66.67 | 83.33 | Other |
| Credit related | N/A | 2 | 4 | N/A | N/A | 50 | N/A |
1 January to 30 June 2021
| 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 | 8.02 | 6508 | 6214 | 59.07 | 35.06 | 41.96 | Product performance / features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 6.2 | 8248 | 7899 | 52.62 | 40.40 | 46.63 | Other general admin / customer service |
| Decumulation and pensions | 3.67 | 14 | 11 | 14.29 | 64.29 | 71.43 | Delays / timescales |
| ISA | 2.12 | 8 | 9 | 11.11 | 88.89 | 77.78 | Other general admin / customer service |
| Credit related | N/A | 5 | 4 | N/A | N/A | 20.00 | N/A |
1 July to 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 | 7.7 | 5423 | 5447 | 62.05 | 36.94 | 40.72 | Other general admin / customer services |
| 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 |
1 January - 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 | 7.36 | 5094 | 5804 | 57.22 | 42.16 | 45.16 | Product performance / features |
| 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 |
1 July - 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 | 8.65 | 5927 | 6030 | 64.49 | 34.84 | 41.74 | Product performance / features |
| 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 |
1 January to 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 | 9.92 | 6469 | 6318 | 71.68 | 27.86 | 39.16 | Product performance / features |
| 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 |
1 July to 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 | 8.50 | 5222 | 5364 | 63.61 | 35.55 | 41.91 | Product performance / features |
| 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 |
1 January to 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 | 9.92 | 5739 | 5686 | 64 | 36 | 46 | Product performance / features |
| 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 |
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 | 12.98 | 4165 | 4265 | 53 | 45 | 49 | Other general admin/customer service |
| 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 |
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 | 27.65 | 3098 | 3196 | 43 | 53 | 58 | Product performance/features |
| 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 |
VitalityLife complaint data
1 July to 31 December 2023
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
The firm VCSL also includes the trading names VitalityHealth, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2023.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 2.14 | 1380 | 1516 | 12.60 | 57.65 | 71.83 | Other general admin/customer service |
| Decumulation and pensions | 0.00 | 22 | 25 | 4.00 | 60.00 | 44.00 | Other general admin/customer service |
| ISA | 0.00 | 15 | 22 | 4.55 | 50.00 | 45.45 | Other general admin/customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 5.69 | 10065 | 11072 | 26.87 | 62.13 | 53.47 | Product performance/features |
| Decumulation and pensions | 0 | 22 | 25 | 4.00 | 60.00 | 44.00 | Other general admin/customer service |
| ISA | 0 | 15 | 22 | 4.55 | 50.00 | 45.45 | Other general admin/customer service |
| Credit related | 0 | 0 | 0 | n/a | n/a | n/a | n/a |
1 January to 30 June 2023
VitalityLife and is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2023.
The firm VCSL also includes the trading names VitalityHealth, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2023.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 2.54 | 1560 | 1527 | 16.24 | 56.12 | 67.85 | Claims assessment delays |
| Decumulation and pensions | 1.08 | 10 | 8 | 0.00 | 37.50 | 75.00 | Plan admin issues |
| ISA | 4.71 | 12 | 8 | 0.00 | 87.50 | 75.00 | Allegation of payment delay/failures |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 1.01 | 1717 | 1675 | 18.15 | 54.87 | 67.34 | Claims Terms & Conditions |
| Decumulation and pensions | 1.08 | 10 | 8 | 0.00 | 87.50 | 75.00 | Plan admin issues |
| ISA | 4.71 | 12 | 8 | 0.00 | 87.50 | 75.00 | Allegation of payment delay/failures |
| Credit related | 0.003 | 4 | 6 | 33 | 33 | 50.00 | Mis-advice regarding Apple Watch contributions |
1 July to 31 December 2022
VitalityLife and is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July to 31 December 2022.
The firm VCSL also includes the trading names VitalityHealth, VitalityCar and VitalityInvest. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January to 30 June 2022.
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 2.85 | 1704 | 1642 | 22.17 | 61.21 | 69.12 | General Service Issue |
| Decumulation and pensions | 1.91 | 17 | 22 | 0.00 | 59.09 | 81.82 | General Service Issue |
| ISA | 3.62 | 14 | 13 | 0.00 | 92.31 | 76.92 | General Service Issue |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 7.74 | 11930 | 9032 | 34.82 | 37.84 | 61.05 | Claims Terms & Conditions |
| Decumulation and pensions | 1.91 | 17 | 22 | 0.00 | 95.45 | 81.82 | General Service Issue |
| ISA | 3.62 | 14 | 13 | 0.00 | 92.31 | 76.92 | General Service Issue |
| Credit related | 0.003 | 4 | 6 | 33 | 33 | 50.00 | Mis-advice regarding Apple Watch contributions |
1 January to 30 June 2022
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 2.98 | 1673 | 1634 | 24.91 | 64.63 | 66.10 | General admin / customer service |
| Decumulation and pensions | 1.97 | 12 | 13 | 0.00 | 53.85 | 84.62 | Unclear guidance / Delays |
| ISA | 1.24 | 7 | 11 | 00.00 | 64.63 | 81.82 | Product performance / Features |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 7.32 | 10606 | 8589 | 45.81 | 45.16 | 55.77 | General admin / Customer service |
| Decumulation and pensions | 1.97 | 12 | 13 | 15.38 | 53.85 | 84.62 | Unclear guidance / delays |
| ISA | 1.24 | 7 | 11 | 0.00 | 63.64 | 81.82 | Product performance / Features |
| Credit related | 0.003 | 4 | 3 | 0 | 100 | 33.00 | VP Credit Broker Activity |
1 July to 31 December 2021
| Product / service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 2.79 | 1494 | 1543 | 23.66 | 58.59 | 67.08 | Other general admin / customer service |
| Decumulation and pensions | 13.16 | 13 | 13 | 0.00 | 84.62 | 69.23 | Other |
| ISA | 7.07 | 6 | 6 | 16.67 | 66.67 | 83.33 | Other |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 5.84 | 8409 | 8503 | 46.21 | 45.67 | 54.52 | Other general admin / customer service |
| Decumulation and pensions | 13.16 | 13 | 13 | 0.00 | 84.62 | 69.23 | Other |
| ISA | 7.07 | 6 | 6 | 16.67 | 66.67 | 83.33 | Other |
| Credit related | N/A | 2 | 4 | N/A | N/A | 50.00 | N/A |
1 January - 30 June 2021
| 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 | 3.35 | 1738 | 1685 | 28.54 | 60.41 | 64.15 | Delays / timescales |
| Decumulation and pensions | 3.67 | 14 | 11 | 14.29 | 64.29 | 71.43 | Delays / timescales |
| ISA | 2.12 | 8 | 9 | 11.11 | 88.89 | 77.78 | Other general admin / customer service |
| Product/ service grouping | Number of complaints opened by volume of business (per 1000 policies in force) | 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 | 6.2 | 8248 | 7899 | 52.62 | 40.40 | 46.63 | Other general admin / customer service |
| Decumulation and pensions | 3.67 | 14 | 11 | 14.29 | 64.29 | 71.43 | Delays / timescales |
| ISA | 2.12 | 8 | 9 | 11.11 | 88.89 | 77.78 | Other general admin / customer service |
| Credit related | N/A | 5 | 4 | N/A | N/A | 20.00 | N/A |
1 July - 30 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 | 2.8 | 1404 | 1336 | 28.74 | 68.11 | 63.02 | Delays / timescales |
| 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 |
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 | 3.32 | 1576 | 1806 | 18.55 | 80.90 | 53.16 | Other general admin / customer service |
| Decumulation and pensions | 1.02 | 2 | 1 | 0 | 100 | 66.67 | 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 | 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 |
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 | 2.56 | 1173 | 1182 | 26.23 | 72.93 | 43.82 | Other general admin / customer service |
| Decumulation and pensions | 0.87 | 1 | 0 | 0 | 0 | 0 | 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 | 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 |
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 | 4.14 | 1799 | 1751 | 8.57 | 90.81 | 34.55 | Other general admin / customer service |
| Decumulation and pensions | 1.96 | 1 | 1 | 0 | 100 | 100 | Other general admin / customer service |
| Investments | 3.26 | 2 | 2 | 0.00 | 0.00 | 0.00 | 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 | 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 |
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 | 4.04 | 1651 | 1511 | 3.77 | 95.5 | 31.77 | Other general admin / customer service |
| Decumulation and pensions | 12.35 | 2 | 2 | 0 | 100 | 50 | Other general admin / customer service |
| Investments | 0 | 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 | 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 |
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 | 3.65 | 1410 | 1152 | 5.99 | 72.92 | 40.28 | Other general admin / customer service |
| 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 |
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 | 2.78 | 993 | 770 | 12.08 | 85.84 | 39.48 | Delays/ timescales |
| 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 |
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 | 2.00 | 1221 | 1209 | 13.32 | 85.86 | 43.67 |
Delays/ timescales |
| 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 |
Vitality’s historic complaints data is publicly available information and can be found on the Financial Conduct Authority’s website. Please note that historic data is published under Vitality’s previous name, Prudential Health Limited and Prudential Health Services Limited.
Looking for health insurance?
Call us on 0808 273 2371
Award-winning health insurance from as little as £1.45 per day*Lines open:
Monday to Thursday 9am-8pm, Friday 9am-6pm, Saturday 10am-2pm
Sunday and bank holidays: Closed
Get a health quote
*Price is based on a 35-year-old living in Peterborough, plan starting 01.02.2024, with Consultant Select hospital option, Full Medical Underwriting, plan excess of £250, and £500 Out-patient benefit. Includes Insurance Premium Tax
Looking for life insurance?
Call us on 0808 159 2053
Award-winning cover and rewards from £5 a month**.
Lines open:
Monday to Thursday: 9am - 8pm, Friday 9am-6pm, Saturday 10am-2pm
Sunday and bank holidays: Closed
**Charged on a monthly basis.