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Treating Customers Fairly


In every area of life there are rules we need to follow – and BGL is no different! Many of the rules we need to comply with are laid down by the FSA (Financial Services Authority), the independent body that regulates the UK financial services industry to make sure customers get a fair deal.

An important focus area for us, and the FSA, is to have processes and measures in place to ensure we are consistently treating our customers fairly, measured against six outcomes which are shown below:

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.