Aviva Protection UK Limited (formerly AIG Life Limited)
This complaints data relates to Aviva Protection UK Limited (formerly AIG Life Limited) and covers reporting periods up to 31 December 2025, prior to the Part VII transfer of the Aviva Protection portfolio to UK Life & Pensions Limited. This includes complaints about Individual and Group life Insurance, Critical illness, and Income Protection.
Table of figures for period 1st July to 31st December 2025
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product / Service grouping | Provision (at reporting end period) per 1000 PIF * | Intermediation (within 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 | 0.62 per 1,000 policies in force | Not applicable | 760 | 698 | 12.8% | 72.6% | 49.9% | Delays / Timescales |
The Financial Conduct Authority ask us to report them as a percentage of complaints we close within 3 days and between 4 days and 8 weeks. This information you can see here
Details of the number of cases referred to the Financial Ombudsman Service can be found at the Financial Ombudsman website.
Important information
*PIF stands for policies in force
** This represents the percentage of customers who we recognise had a valid complaint in full or part
Brands and trading names:
Aviva Life & Pensions UK Ltd, Aviva Life Services UK Ltd (also using the trading name Aviva Financial Advice), Aviva Pension Trustees UK Limited, Aviva Wrap UK Ltd, Aviva Equity Release UK Ltd, Aviva Administration Limited, Aviva Investment Solutions UK Limited, Friends Life FPLMA Ltd.
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