Reporting on Customer Commitments

We are pleased to publish our first report on LV= performance in the Customer Impact Scheme.
 
The ABI launched the Customer Impact Scheme in March 2006. The objective of the scheme is to improve outcomes for the customers with life, pensions and investment products.
 
The scheme includes three customer commitments designed to put customers at the heart of the business. The three Customer Commitments are:

• Developing and promoting products and services which meet the needs of customers.
• Providing consumers with clear information and good service when they buy products.
• Maintaining appropriate and effective relationships with customers, providing them with a good service after they have bought a product.

More information about the Customer Impact Scheme is available on the ABI's Customer Impact website.

The ABI carries out an annual customer survey measuring how well companies are performing relative to the commitments. Part of our commitment to the ABI is to report on our performance in this survey.

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