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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

 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.
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
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 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
 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.
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
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 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
 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.
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
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 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
 
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
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading names VitalityLife, VitalityInvest and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 January 2022 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 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
 
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
VitalityHealth is one of the trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading names VitalityLife, VitalityInvest and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2021 - 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 5.84 8409 8503  46.21  45.67 54.52 Other general admin / customer service
Decumulation and pensions 13.16 13 13 0.0084.62 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
 
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
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 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 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
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
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 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

VitalityLife complaint data

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. 
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
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 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
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. 
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
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 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
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. 
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
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 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
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
VitalityLife and VitalityInvest are trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading names VitalityHealth and VitalityCar. 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 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
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
VitalityLife and VitalityInvest are trading names for the firm Vitality Corporate Services Limited (VCSL). The firm VCSL also includes the trading names VitalityHealth and VitalityCar. The data below shows the total complaints reported to the FCA for Vitality Corporate Services Limited for the period 1 July 2021 - 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 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
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
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- 31 June 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 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
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
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
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
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
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
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
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
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
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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