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Complaint 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 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  12.99  4166  3318 38.82 57.99 51.87 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 4088  33.78  63.23  49.54 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  28.00  3098  2606 29.13 65.35 59.4 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  7.00  4319 3815  24.12  71.85  54.42 Other general admin/customer service
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  24.00  2606  2354  26  65  62 Disputes over sums/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  390  3974 3688  22  71  57 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 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 4088  33.78  63.23  49.54 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  7.00  4319 3815  24.12  71.85  54.42 Other general admin/customer service
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  390  3974 3688  22  71  57 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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