Chris Semmens

Treating Customers Fairly Policy

The principles of Treating Customers Fairly are embedded within our values of market expertise and customer service.

1. Products and Services

We will

• supply and market products and services based on a clear understanding of the needs of the customer.

• monitor market changes and respond accordingly to ensure products and services remain appropriate.

• provide appropriate information in a way that aims to be clear, fair and not misleading.

• market our products and services to the appropriate target markets.

• market our products and services to customers in a responsible manner.

• ensure that our promotions and marketing are honest, open and transparent with clear, accurate and proportionate disclosure.

• sales and customer service staff have thorough training on all products they advise on or sell and where we do give advice to customers the advice is suitable and takes into account the customers circumstances.

• customers are provided with clear information about the product most suitable to them and are kept appropriately informed before, during and after point of sale.

• customers are provided with products that perform as we have led them to expect.

• we communicate product and service information to our customers in a meaningful and timely manner.

• we operate sales incentives that assure fairness to the customer, that are based on the quality of the sales service given and not only reward sale volumes.

• ensure that our after sales services are both of an acceptable standard and also as we have led our customers to expect.

• actively encourage customer feedback on all our products and services at every stage of the customer journey.

• monitor and record all customer feedback on our third party service providers and continually audit their service levels.

• identify common underlying causes of complaints and take actions to eliminate the root cause.

• ensure that customer complaints are assessed fairly, promptly and impartially.