Treating Customers Fairly Policy Statement

We pride ourselves on being able to deliver a first class customer experience when clients purchase goods from us, and giving excellent customer service throughout their relationship with our company. We ensure our products and services are suitable for their needs and at all times we treat our customers fairly.

These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfill this objective we must:

• Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly
• Monitor activities to ensure that each enquiry is treated consistently and that any advice given is in the customers’ best interests
• Continually assess the services we provide to ensure we can meet changing requirements
• Provide documentation to clearly and unambiguously explain the key features of our products and services
• Empower our staff to ensure any concerns raised by a customer are immediately addressed

We constantly monitor our ability to achieve these standards through:

• Regular written assessments of individual performance
• Benchmarking performance against quality standards
• Internal and external audits
• Analysis of customer feedback