Treating Customers Fairly

Our clients are at the centre of everything we do and everything we do must meet or exceed our clients’ expectations.

We have always considered that we have Treated Customers Fairly and we are committed to acting in the best interests of our clients at all times.

  • We will provide you with full details of the offer of insurance so that you understand what you are buying.
  • We will ensure that there are no surprises and that your policy delivers what’s promised at the time of a claim.
  • We will ensure that we will put things right, if we get them wrong.
  • And we promise to engage with you in an open and transparent manner.

We underpin these four business principles within our Treating Customers Fairly policy which requires amongst other things; that we:

  • Provide continuous training to ensure our staff have the right skills and knowledge to do their jobs effectively
  • Engage in active consultation with you so that we fully understand your needs and requirements
  • Provide an objective assessment of suitability when making a recommendation
  • Communicate in an open, fair and respectful manner with clear, precise, relevant and timely supporting documentation
  • Provide an appropriate level of after sales service
  • Constantly measure and review the effectiveness of our treating customers fairly policy

Our policy is in line with the current guidance from the Financial Services Authority (FSA) and principle six of the FSA that states a “firm must pay due regard to the interests of its customers and treat them fairly”.

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