Ark Life – Our complaints data
Although we always try to provide a good service to our policyholders, we do occasionally receive complaints.
When we do we use them to help us better understand what our customers think about our products and services and continually look for ways to improve. The table below shows you how we are doing with handling the complaints we receive. This information relates to the volume of complaints received and the time taken to resolve these complaints for Ark Life Assurance Company dac during the period from 1 July 2016 to 31 December 2016.
| Product Type | Number of Complaints Received in period | Complaints Closed within 40 business days in period | Complaints within 40 business days in period (%) | Closed Complaints upheld by firm in period | Closed Complaints upheld by firm in period (%) |
|---|---|---|---|---|---|
| Life Assurance: Unit-Linked Protection | 43 | 42 | 98% | 5 | 12% |
| Life Assurance: Non Unit-Linked Protection | 103 | 103 | 95% | 37 | 34% |
| Critical Illness Protection | 4 | 4 | 100% | 1 | 25% |
| PRSAs (including AVC PRSAs) | 46 | 47 | 100% | 12 | 26% |
| Personal Pensions | 39 | 39 | 100% | 7 | 18% |
| Other Pensions | 36 | 33 | 94% | 16 | 46% |
| ARFs/AMRFs | 8 | 8 | 100% | 4 | 50% |
| Lump sum with capital protection | 165 | 165 | 100% | 27 | 16% |
| Lump sum with no capital protection | 51 | 55 | 98% | 20 | 36% |
| Regular Premium Savings | 71 | 68 | 99% | 21 | 30% |