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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 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
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

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
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

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
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

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
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

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
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

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
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

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
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

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
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

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  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

1 January 2016 - 30 June 2016

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%

VitalityLife complaint data

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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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  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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2018 - 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  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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

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
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

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 424 1368 1334 16.5 83 48 Delays/ timescales
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading name VitalityHealth. 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

1 January 2016 - 30 June 2016

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
1185 1442 39.94% 99.86%
VitalityLife is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading names VitalityHealth 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 to 30 June 2016.

Information for the period for 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%
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.
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