When we committed to insure your benefits, we agreed not only to provide levels of financial security over and above those required by the PRA, but to also make sure that you received the highest levels of administrative support available.
As a part of this, we follow the relevant parts of the FCA’s six guiding principles on how we involve our policyholders. These are known as the ‘Treating Customers Fairly’ principles and govern how the FCA communicates with customers, the level of service it provides and the fairness of its products and procedures. Below are the principles as they appear on the FCA website.
Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture
Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly
Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale
Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances
Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect
Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint
We are committed to maintaining these high standards at all times.