Treating customers fairly

One of the Financial Conduct Authorities principles is Treat Customers Fairly (TCF). To ensure we are complying with regulatory requirements, we train our people in TCF and frequently test them on their knowledge. Our in-house compliance team carefully vets new products and marketing activities. We also regularly monitor customer calls.

Delivering customer satisfaction

Customer satisfaction is vital to us and one of the Group’s strategic targets is to drive all brands’ satisfaction scores up significantly within five years.

Measuring customer satisfaction

We measure satisfaction by Net Promoter Score (NPS), which measures how many customers would recommend a brand. The scale ranges from -100 to +100 and the average NPS for the motor insurance sector is just 7.9. We’re glad to say that all our UK brands come in at a lot more than this – but we’re committed to driving the scores upwards on an ongoing basis.

Committed to resolving customer complaints

To view a summary of the rate of complaints BGL companies have received against their brands over the last six months, please click on the link below. If you need further information on the complaints process, visit your insurance brand’s website.

FCA Regulation

BISL Limited (part of the BGL Group), Registered Office: Pegasus House, Bakewell Road Orton Southgate, Peterborough PE2 6YS. Registered in England No. 3231094. We are authorised and regulated by the Financial Conduct Authority (FCA).

Our Register number is 308896.

Our permitted business is arranging general insurance contracts.

You can check this on the Financial Services Register by visiting the FCA website or contacting the FCA on 0800 111 6768.

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