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 July – 31 December 2017

Brands/trading names covered: Canada Life Limited

  Number of complaints
opened by volume of

Product / service grouping

Provision (at reporting
period end date)

Intermediation (within
the reporting period)

Number of complaints

Number of complaints

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 190 194 44.85% 43.81% 34.54% General admin/customer service
Decumulation and pensions 0.58 N/A 306 312 63.46% 34.62% 34.62% General admin/customer service
Investments 3.24 N/A 121 124 58.06% 36.29% 39.52% General admin/customer service
Credit related - - 1 1 - - 0% -

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.