Complaints data

Friends Life is dedicated to developing lasting relationships with our customers and wants to fulfil their needs and expectations at all times. We recognise that sometimes things can go wrong and when this happens we encourage customers to tell us about it. Complaints are used to improve our quality of service and learn from mistakes. We also treat complaints as a valuable insight into our customers' wants and needs.

Friends Life is committed to transparency and we know that it is important to our customers that problems are dealt with promptly.

On 13 April 2015 Friends Life became part of the Aviva Group. The data in the table below is purely in relation to Friends Life customers. The complaints data for Aviva can be found by clicking here.

Friends Life Customer complaints data for the period 1 January 2016 – 30 June 2016

Type of businessNumber of complaints openedNumber of complaints closedComplaints closed within 8 weeks (%)Closed complaints upheld by firm (%)
Banking 00n/an/a
Home finance3333%0%
General insurance and pure protection91683395%43%
Decumulation, life and pensions5,8744,91384%59%

We listen to our customers and here’s what we’ve done to improve our products and services based upon your feedback

Making things easier

  • We understand that when a customer wishes to release funds from their policy they want this to be completed efficiently without the need to complete complex forms. Where a customer calls to surrender and their policy meets certain criteria, following security checks a surrender form is no longer issued and the proceeds are paid direct to the account that premiums are paid from. This ensures a much simpler and faster process for our customers.

Making things quicker

  • The death of a loved one is a traumatic event. Releasing payments to relatives can be a complex and lengthy process. We’ve continued to improve the claim process across more policies ensuring that for a wider range of customers we can process these claims over the phone to release the payment as quickly as possible, helping to alleviate the worry concerning money following a death. We’re planning to extend the capability for more products throughout the year.
  • Customers said that they want their benefits on the date they are actually due. In order to address this, where possible maturity forms are no longer issued and instead a letter is sent explaining that we’ll automatically pay the proceeds to the premium-paying account on the maturity date unless the customer has another preference. 

Making things clearer

  • At Friends Life we value all feedback from customers to drive improvements. We complete regular customer surveys, and within this specifically look to use our customers’ feedback around our complaint handling to drive improvements. Based on this we have made changes to the style of our letters, using less jargon and ensuring that our communications are well structured and cover all points of concern clearly. This has resulted in increases in reported customer satisfaction.