At SunLife, we aim to give our customers the highest level of service – and treating customers fairly is part of everything we do.
When we receive a complaint from a customer, we strive to make sure it’s handled quickly and efficiently – and every complainant is treated fairly throughout the process. For us, complaints are also a valuable source of customer feedback, showing us where we can improve and how we can set things straight.
The table below shows how many complaints we received and closed from 1st January 2018 to 30th June 2018.
Firm name: SunLife Limited
Group name: Phoenix Group
Period covered in this report: 1st January 2018 to 30th June 2018
Brands / trading names covered: SunLife Limited
|Product / Service Grouping||Number of complaints opened by volume of business||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days (%)||Percentage closed after 3 days but within 8 weeks (%)||Percentage complaints upheld by firm (%)||Main cause of complaint|
|Banking||N/A||Complaints per 1000 accounts||N/A||N/A||N/A||N/A||N/A|
|Home finance||23.81||Complaints per 1000 Equity Release policies sold||2||2||50.00%||50.00%||100%||Other general admin / customer service|
|Insurance and pure protection||5.97||Complaints per 1000 policies sold||621||612||56.37%||43.63%||65.52%||Other|
|Investments||0||Complaints per 1000 policies sold||0||1||0.00%||100%||100%||General admin / customer service|
|Decumulation life and pensions||N/A||Complaints per 1000 policies sold||N/A||N/A||N/A||N/A||N/A|
We appreciate that some of the ‘jargon’ used in financial services can be confusing, so to try and help put things simply and clearly, we have provided an explanation about some of the categories.
Number of Complaints opened: this includes any verbal or written expression of dissatisfaction whether we believe that to be justified or not.
Number of Complaints closed: a complaint is considered closed once we have issued a final response to a complainant. Whilst we are still corresponding with a customer, a complaint is considered open.
Percentage closed within 8 weeks (%): The 8 weeks is measured from receipt of a complaint by the company to issuing of a final response.
Percentage complaints upheld by firm. (%): Upheld: accepting the complaint.
Context Data: To allow you to gauge whether the number of complaints opened is a low or high number, relative to the number of policies we sold during the reported period.
N/A: Product not sold by SunLife Limited.