FCA Complaints Data

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 2019

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

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 0.06 N/A 171 163 44.79% 49.69% 41.10% General admin/customer service
Decumulation and pensions 0.48 N/A 213 212 46.70% 51.89% 28.30% General admin/customer service
Investments 2.51 N/A 69 71 43.66% 49.30% 33.80% Advising, selling and arranging
Credit related - - - - - - - -

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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 and regulated by the Financial Conduct Authority.