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Our strategy for Treating Customers Fairly is:
- To offer our customers security and opportunities for growth.
- To drive new standards and behaviours in the management of ‘closed book’ / ‘run-off’ businesses.
- To deliver the behaviour which a properly informed and prudent customer is reasonably entitled to expect of us; and to deal with all our customers honestly, openly, competently and with integrity.
- To have an informed understanding of our customers’ needs.
- To be committed to helping our customers get the most out of their relationship with us.
Improving our service to you
“At Phoenix Life we understand the importance of customer service and we strive to continually improve the service we offer. Phoenix genuinely care about making a difference for customers. As a company who consolidates closed funds we are determined to set standards for the industry in this area”
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Susan McInnes
Customer Director
The Phoenix Group
1 Wythall Green Way
Wythall
BIRMINGHAM B47 6WG
+44 (0)1564 202 611
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We appreciate there is always room for improvement. Your views are important to us, so we regularly seek customer feedback to find out how we can improve. We are members of the Association of British Insurers’ Customer Impact Scheme. This includes participation in an industry wide customer satisfaction survey. If you are interested in participating in one of our customer feedback sessions, please contact us at customerpolicystandards@thephoenixgroup.com.
We are currently working with staff to embed the Financial Services Authority’s (FSA) Treating customers fairly (TCF) initiative. While this is a regulatory requirement, we believe it is the right thing to do for both you and our business. TCF impacts on everything we do throughout the life of your policy, and works towards delivering improved outcomes for you.
We have been conducting reviews of all our customer-facing processes to ensure that they align with the six consumer outcomes which the FSA expect us to deliver. We have also been revising our communications to you to make sure that they are fair, clear and not misleading and that they provide you with enough information to make well-informed decisions.
The six consumer outcomes are detailed below:
| Outcome 1 |
Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture. |
| Outcome 2 |
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly. |
| Outcome 3 |
Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale. |
| Outcome 4 |
Where consumers receive advice, the advice is suitable and takes account of their circumstances. |
| Outcome 5 |
Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect. |
| Outcome 6 |
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint. |
Phoenix Customer Care Limited appreciate that the products and services you need may differ depending on what stage of life you are at. We make every effort to make sure that we are able to introduce you to a range of products and services that might be right for you. These include home, motor and life insurance, over 50’s plans and regular savings bonds. For more information you can follow this link or call our Customer Care team on 0845 938 0515.
When it comes to your money, we want to make sure you are confident in making an informed decision. If you find yourself in need of some financial advice, and don’t have an Independent Financial Adviser, we can put you in touch with one. To find out more, contact our Customer Care team on 0845 938 0515.
For more information on plain English, the Customer Impact Scheme and the All Formats charter please visit the links below:
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