What are our goals?

1) We want our customers to be confident that fair treatment is central to our culture

We will achieve this by:

  • Putting our customers interests at the heart of everything we do
  • Embedding fairness principals into our business strategy
  • Educating our staff to understand our aims
  • Being prepared to review our processes, and improve them where necessary
  • Viewing customer complaints as valuable feedback, and acting to improve our processes where necessary
  • Ensuring performance measures and rewards for our staff reflect our fairness and principals
  • Reviewing our performance against the expectations we have set

2) We want to sell products and services that meet the needs of our customer

We will achieve this by:

  • Understanding our marketplace and using this knowledge to benefit our customers
  • Seeking the opinions of our customers
  • Ensuring that we can provide support for new products and services
  • Making every effort to make sure that our customers understand the products we market to them

3) We want to provide our customers with clear information, and keep them appropriately informed before, during and after the point of sale

We will achieve this by:

  • Ensuring that we promote our products in a fair and balanced way
  • Issuing promotions that are clear and fair, and not misleading
  • Considering the needs of our customers in all communications, and providing information to them in a straightforward and simple manner
  • Monitoring changes in the wider environment on our products and customers
  • Informing our customers of the impact of changes and options available at all stages of their life cycle

4) We want our customers to be provided with sufficient information about our services to enable them to make informed decisions before they buy

We will achieve this by:

  • Making sure that our employees have the necessary expertise to support our product range
  • Making sure that the risks of products and services are adequately explained to our customers
  • Educating and training our staff to enable them to fulfil their responsibilities to our customers

5) We want our services to be of an acceptable standard and as the customer was lead to expect

We will achieve this by:

  • Keeping our promises to our customers
  • Working with our business partners to ensure that our products and services deliver at all stages of the chain
  • Educating our people to understand their obligations towards our customers
  • Monitoring the performance of our products and services to ensure that we fulfil our customers reasonable expectations

6) We don’t want our customers to face unreasonable barriers if they wish to switch product or provider or make a complaint

We will achieve this by:

  • Making the process as straightforward as possible should our customers need to make a complaint
  • Being responsive, and meeting reasonable requests from customers in a timely and appropriate manner