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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 January 2017 – 30 June 2017
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  350.77  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 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  312.90  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  375  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%
1 July 2015 - 31 December 2015
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
1435 1724 62.2% 91.6%
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 2015 – 30 June 2015.

Information for the period 1 July 2015 - 31 December 2015

Data information Vitality Corporate Services Limited
Number of complaints opened 2419
Total of complaints closed 2731
Number of complaints closed within 8 weeks 2583
Percentage closed within 8 weeks 94.6%
Total upheld 1569
Percentage upheld 57.5%
1 January 2015 - 30 June 2015
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
1141 1201 66.0% 86%

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 July 2014 to 30 December 2014.

Information for the period for 1 January 2015 to 30 June 2015

Data information Vitality Corporate Services Limited
Number of complaints opened 2241
Total of complaints closed 1977
Number of complaints closed within 8 weeks 1806
Percentage closed within 8 weeks 91%
Total upheld 1205
Percentage upheld 61%
1 July 2014 - 31 December 2014
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
1780 1904 58.0% 94%
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 July 2014 to 30 December 2014.

Information for the period for 1 July 2014 to 31 December 2014

Data information Vitality Corporate Services Limited
Number of complaints opened 2241
Total of complaints closed 1977
Number of complaints closed within 8 weeks 1806
Percentage closed within 8 weeks 91%
Total upheld 1205
Percentage upheld 61%
1 January 2014 - 30 June 2014
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
1516 1388 58.5% 85%
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 Jan 2014 to 30 June 2014.

Information for the period for 1 July 2014 to 31 December 2014

Data information Vitality Corporate Services Limited
Number of complaints opened 2074
Total of complaints closed 1929
Number of complaints closed within 8 weeks 1722
Percentage closed within 8 weeks 89%
Total upheld 1137
Percentage upheld 59%

VitalityLife complaint data

1 January 2017 - 30 June 2017
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 245.62 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 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  312.90  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%
1 July 2015 - 31 December 2015
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
983 1007 49.35% 99.70%
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 July 2015 to 31 December 2015.

Information for the period for 1 July 2015 - 31 December 2015

Data information Vitality Corporate Services Limited
Number of complaints opened 2419
Total of complaints closed 2731
Number of complaints closed within 8 weeks 2583
Percentage closed within 8 weeks 94.58%
Total upheld 1569
Percentage upheld 57.45%
1 January 2015 - 30 June 2015
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
800 776 52.58% 100%
VitalityHealth is one of the trading names forVitalityLife 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 2015 to 30 June 2015.

Information for the period for 1 January 2015 to 30 June 2015

Data information Vitality Corporate Services Limited
Number of complaints opened 2241
Total of complaints closed 1977
Number of complaints closed within 8 weeks 1806
Percentage closed within 8 weeks 91%
Total upheld 1205
Percentage upheld 60.95%
1 July 2014 - 31 December 2014
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
615 615 58.0% 99.8%
VitalityHealth is one of the trading names forVitalityLife 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 July 2014 to 31 December 2014.

Information for the period for 1 July 2014 to 31 December 2014

Data information Vitality Corporate Services Limited
Number of complaints opened 2395
Total of complaints closed 2519
Number of complaints closed within 8 weeks 2409
Percentage closed within 8 weeks 96%
Total upheld 1458
Percentage upheld 58%
1 January 2014 - 30 June 2014
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
542 526 60.5% 99.8%
VitalityLife is one of the trading namesVitalityLife is a trading name of Vitality Corporate Services Limited. The data shown below is how we report complaints to the FCA, based on the names of the firms or legal entities, Vitality Health Insurance Limited, Vitality Corporate Services Limited and The Vitality Group rather than the trading name of VitalityLife.

Information for the period for 1 July 2014 to 31 December 2014

Data information Vitality Corporate Services Limited
Number of complaints opened 2073
Total of complaints closed 1929
Number of complaints closed within 8 weeks 1722
Percentage closed within 8 weeks 89%
Total upheld 1137
Percentage upheld 59%
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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