treating customers fairly

Looking after customers and treating them fairly should be at the centre of every business. It is definitely at the heart of our business, and we want to demonstrate this in three ways; Our Customer Charter, our complaints procedure and by inviting your comments.

Customer Charter – we will

  1. treat you professionally and in a manner that we would like be treated
  2. offer you products that are carefully selected and suitable for you
  3. give you advice as part of our service
  4. assist you to make a claim
  5. not stand in your way if you need to cancel a policy
  6. make reasonable administrations charges (detailed in our terms of business agreement)

Complaints Procedure
We hope that things wouldn’t go wrong in the first place, but if they do we’ve got a complaints procedure which follows the Financial Conduct Authority rules (that’s the insurance industry watchdog). And if we can’t resolve a complaint, you might be able to refer it the Ombudsman.

You can ask for full details of the complaints procedure.

Comments Please
You can talk to us face to face, by phone or by .(JavaScript must be enabled to view this email address). We’re happy to hear from you about any aspect of our service.