• Introduction
  • Background
  • Our Customer Experience Programme
  • The Customer Impact Scheme
  • The three commitments
    • Developing products that meet customer needs
    • Clear information and good service at point of sale
    • Maintaining effective and appropriate relationships with customers
  • Looking forward

Background

Customers are at the heart of our business, and we continually strive to meet the demands and challenges of delivering the products they want, and need, in order to grow our business in a sustainable way.

We are committed to working with our regulator, the Financial Services Authority, on their
Treating Customers Fairly work, and the Association of British Insurers (ABI) on initiatives such as the Customer Impact Scheme. We firmly believe they both play a vital part in boosting consumer confidence in the long-term savings and protection market.