Customer commitment
Our customers are the very core of our business and the way we run our business reflects that.
There are two areas in particular where this shines through:
- Treating Customers Fairly
- Customer Impact
Treating Customers Fairly is a key part of the Financial Services Authority’s move to a principles-based approach to regulation. It requires providers and advisers to follow certain principles around how they deal with and communicate with customers. We actively support this approach and have made it an integral part of how we work. For example, we’re refreshing all our communications to make them clearer and easier to understand and we’ve built in working standards and checks for managers.
Find out more about how we’re treating customers fairly.
Customer Impact. We took an active role in creating the Association of British Insurers’ (ABI’s) Customer Impact scheme. This governs how insurance companies design and market products and makes sure claims and payments are dealt with fairly
Every year, as part of this scheme, we publicly commit to putting customers at the heart of our business. And we publish an open report on what we’re doing to improve customers’ experience of dealing with us and how we’re delivering on that. Read the latest reports below:
