We aim to ensure we provide our members with excellent products and services at all times. If you would like to compliment one of our staff, have a suggestion on how we can improve our products and services or if you feel you have cause to complaint, please contact us.
We value our members and will treat every complaint or concern with the utmost importance. We aim to resolve any issues fairly, effectively and promptly.
We hope you never need to complain, but if you do please get in touch with us.
| Submit in writing | VitalityLife Customer Services Stirling FK9 4UE |
| Submit by email | lifecomplaints@vitality.co.uk |
| Submit over the phone | 0345 601 0072 Our team is available Monday to Thursday, 8.30am to 6.00pm and Friday, 8:30am - 5:00pm. |
| Submit by fax | 0870 2400 937 |
An experienced complaints handler will manage your complaint. Where appropriate, this will be someone who was not directly involved in the matter which is the subject of your complaint. They will either have authority to settle your complaint or have easy access to someone who does. Our response will fully address the subject matter of your complaint and, if appropriate, will offer redress or compensation.
If you phone us during our investigation and the member of staff handling your complaint is not available, then another member of our team will be able to help you.
Some complaints are more complex than others and may take some time to investigate. We’ll send a written acknowledgement of your complaint within 5 business days of receiving it.
If we are unable to resolve your complaint within 4 weeks of receiving it, we will write to you explaining why and let you know when we will contact you again.
If we have not resolved your complaint within 8 weeks of receiving it we will:
If you are not satisfied with our response, you may be eligible to take your complaint to the Financial Ombudsman Service. They provide a free, independent and unbiased assessment of complaints referred to them. We will let you know if you are eligible to do this. As long as you accept their findings, the Ombudsman’s decision is binding on VitalityLife. You are, however, still able to take private legal action if you do not agree with the Ombudsman’s decision.
The Financial Ombudsman Service can be contacted at the following:
| Address | The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR |
| Telephone | 0800 023 4567 or 0300 123 9 123 Lines are open Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm |
| complaint.info@financial-ombudsman.org.uk | |
| Website | www.financial-ombudsman.org.uk |
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.
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.
| 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 | Vitality Corporate Services Limited |
| Number of complaints opened | 3090 |
| Total of complaints closed | 3042 |
| Number of complaints closed within 8 weeks | 2922 |
| Percentage closed in 8 weeks | 96.06% |
| Total upheld | 1527 |
| Percentage upheld | 50.20% |
| 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 | Vitality Corporate Services Limited |
| Number of complaints opened | 2419 |
| Total of complaints closed | 2731 |
| Number of complaints closed within 8 weeks | 2583 |
| Percentage closed in 8 weeks | 94.58% |
| Total upheld | 1569 |
| Percentage upheld | 57.45% |
| 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% |
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 2015 to 30 June 2015.
| 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 in 8 weeks | 91.35% |
| Total upheld | 1205 |
| Percentage upheld | 60.95% |
| 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% | 99.8% |
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 2014 to 31 December 2014.
| 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 in 8 weeks | 96% |
| Total upheld | 1458 |
| Percentage upheld | 58% |
| Data information | Vitality Health Insurance Limited | Vitality Corporate Services Limited | The Vitality Group (VitalityHealth and VitalityLife combined) |
| 542 | 526 | 60.5% | 99.8% |
VitalityLife 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.
| Data information | The Vitality Group (VitalityHealth and VitalityLife combined) |
| Number of complaints opened | 2073 |
| Total of complaints closed | 1929 |
| Number of complaints closed within 8 weeks | 1722 |
| Percentage closed in 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.
Talk to a Customer Service Representative now by calling 0345 601 0072.
Lines are open Monday to Thursday, 8.30am to 6.00pm and Friday, 8:30am - 5:00pm (excluding public holidays).
Alternatively, talk to your Financial Adviser.
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