We have rebranded Retirement Advantage products as Canada Life. Visit our Retirement Account and Home Finance pages.
Please be aware the Canada Life International offices will be closed from 5pm Friday 21st December, re-opening at 9am on Thursday 27th December. Then closed from 5pm on Friday 28th December and re-opening at 9am on Wednesday 2nd January 2019.

Complaints Publication Report

The following data is a summary of the latest complaints information that we have reported to the FCA about the volumes of complaints we have received, and how we have dealt with them.

Firm name: Canada Life Limited
Group: (if applicable): n/a
Other firms included in this report (if any): n/a
Period covered in this report: 01 January– 30 June 2018

Brands/trading names covered: Canada Life Limited

Number of complaints opened by volume of business

Product / service grouping

Provision (at reporting
period end date)

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

Banking and credit cards N/A N/A N/A N/A N/A N/A N/A N/A
Home finance N/A N/A N/A N/A N/A N/A N/A N/A
Insurance and pure protection 0.07 N/A 201 198 46.97% 47.47% 32.32% General admin/customer service
Decumulation and pensions 0.76 N/A 391 376 59.31% 39.63% 25.53% General admin/customer service
Investments 2.93 N/A 102 102 50.00% 45.10% 38.24% Advising, selling and arranging
Credit related - - - - - - - -

Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Canada Life International Limited and CLI Institutional Limited are Isle of Man registered companies authorised and regulated by the Isle of Man Financial Services Authority.

Canada Life International Assurance (Ireland) DAC is authorised and regulated by the Central Bank of Ireland.

Stonehaven UK Limited and MGM Advantage Life Limited, trading as Canada Life, are subsidiaries of The Canada Life Group (U.K.) Limited. Stonehaven UK Ltd is authorised and regulated by the Financial Conduct Authority. MGM Advantage Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority.