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Our Customers


Our customers are at the heart of our business and are a core part of our strategy. We are committed to focusing on our customers and taking care of them every step of the way. In fact, 'Just care for the customer' is one of the seven values that underpin everything we do at BGL.

We also have processes and measures in place to ensure we are being fair to our customers in accordance with rules laid down by the FSA (Financial Services Authority).

The FSA is the independent body that regulates the UK financial services industry to make sure customers get a fair deal. We are measured against the following six outcomes:

Easy as...Pie

Simple as...ABC
Products
Products and services are designed to meet our customers' needs		 Advice
Any advice provided is suitable and takes account of our customers' circumstances
Information
Customers are provided with clear information and are kept appropriately informed before, during and after the sale 		Barriers
Customers do not face unreasonable barriers if they want to amend their policy, submit a claim or make a complaint
Expectations
Product performance and service levels meet our customers' expectations 		Culture
The fair treatment of customers is central to our culture

All BGL staff are made and kept aware of TCF through training and regular knowledge tests. In addition, new products and marketing activities are carefully vetted by our in-house Compliance team and we regularly monitor customer calls to make sure we're meeting requirements.

Click here for more information about our corporate governance.

Click here for information about customer satisfaction.