Our customers

We fully embrace the FSA’s ‘Treating Customers Fairly’ principle.

Our customer service objective focuses on delivering
sustainable value through:

• providing efficient claims management and funds settlement
• delivering a quality range of products tailored to customers’ business risks
• challenging and improving service standards for each major process and business unit
• regularly re-evaluating processes to promote an efficient and customer friendly operational environment
• facilitating ease of access to key decision makers

We track and monitor customer experiences using the number of complaints referred to the Financial Ombudsman Service and their outcomes. The Group also monitors the proportion of complaints that are resolved informally without the need for formal investigation. Our staff are keen to help customers: during 2010, 29% of all complaints logged were resolved informally (2009: 30%).