Treating Customers Fairly

In line with the Financial Conduct Authority’s Treating Customers Fairly initiative, we have established clear standards and procedures to ensure that every customer receives the highest level of service.

Firstly, any new enquiries that we receive are handled professionally and knowledgeably. Moreover, we make sure that all customers receive the same level of attention, regardless of the type of enquiry or their background.

Secondly, we remain committed to our existing customers by continuously providing a high standard of service. To achieve this, we regularly review their policies and levels of cover to confirm that their current arrangements continue to suit their evolving needs. This ongoing review helps prevent any gaps in cover or unnecessary overlap.

Furthermore, we prioritise clear communication by providing all documentation—including policy wordings, schedules, and certificates of insurance—at the earliest possible date. This ensures contract certainty between our customers, ourselves, and the insurers, leaving no room for confusion.

In addition, renewals are invited well in advance. We aim to give our customers at least 21 days’ notice of their impending renewal. This notice can be delivered either through an email or letter, during which we discuss the customer’s current needs to offer the most appropriate cover.

Finally, we handle all claims enquiries as quickly and efficiently as possible. From the very first contact, we provide customers with all the information necessary to commence their claim. By doing so, we strive to make the claims process straightforward and stress-free.

In summary, our commitment to treating customers fairly guides every aspect of our service, ensuring transparency, professionalism, and continuous support.