The table below shows how we handled feedback from members of FIL Life Insurance - a Fidelity company. This data is based on the 296,224 members of FIL Life Insurance for the period between 1st January 2018 and 30th June 2018 where complainants may have felt disadvantaged or inconvenienced when dealing with us.

H1 2018

Opened

Per 1,000 Customer Accounts

Resolved

Closed within 3 days %

Closed > 3 days but within 8 weeks (%)

Upheld

Decumulation,

Life &

Pensions

790 2.67 737 8% 74% 47%

Please note that opened and resolved figures are never exactly the same. Complaints resolved at the beginning of each six month period are likely to have been opened in the previous period. Similarly, those opened at the end of the period are likely to be resolved in the following period.