Treating Customers Fairly (TCF)
Treating customers fairly is at the heart of what we do.
As a mutual provider, we strive to put our customers first.
Whether it’s product design, the look and feel of our literature, or our customer service right through to our claims process we think of our customers every step of the way.
Some of the ways we demonstrate treating customers fairly include:
- All staff complete TCF training which forms part of their ongoing objectives
- We produce easy to understand literature for both advisers and clients
- We carry out Customer Risk and Suitability Assessments during product development
- We commission regular customer research both through our own member research community and through independent research agencies
- We take part in the ABI’s Customer Impact Scheme