Treating Customers Fairly

Putting customers' interests at the heart of our business is central to our success.

We strive to provide a high-quality service to all our customers, one that merits recommendation and which we would want to receive ourselves.

We are committed to ensuring that the FCA’s principles of treating customers fairly and acting to deliver good outcomes for retail customers are applied in our day-to-day business activities.

In adopting these principles we recognise the importance of adding value to the service we offer through the following:

Our customers can be confident that they are dealing with a company where the fair treatment of customers and delivery of good outcomes are central to our corporate culture;
Our products & services are marketed and sold in the retail market and are designed to meet the needs of identified consumer groups and are targeted accordingly;
Our customers are provided with clear information and are kept appropriately informed before, during and after the point of sale;
Our customers are provided with support that enables them to realise the benefits of their products and services and pursue their financial objectives;
Where our customers receive advice, the advice is suitable and takes account of their circumstances;
Our customers are provided with products that provide them with benefits and perform as we have led them to expect;
Our customers do not face unreasonable post-sale barriers imposed by us to change a product, switch provider, submit a claim or make a complaint

Have a complaint?

Your opinion is greatly valued and we take all complaints very seriously. If something has gone wrong we will do whatever we can to put it right.

Should you have a complaint, or if you are dissatisfied in any way, please visit the Contact us page. Your complaint will be referred to the relevant complaints department on your behalf.

For our complaints procedure, please click here