Making a difference through outstanding customer experience

Making a difference for our customers is at the core of our purpose and values. We’re proud to have industry-leading Net Promoter Scores and customer satisfaction levels, but we’re not complacent, constantly challenging ourselves to surpass our customers’ expectations. We never forget that each customer is an individual and we're focused on delivering products and service to meet their unique needs. 

BGL Customer Report 2020

We’ve undertaken a huge amount of work to ensure our culture has customers at its heart, and you can read some examples of how we have done that here in our first ever Customer Report.

One of the Financial Conduct Authority's 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.

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.

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.

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.

We’re committed to safeguarding our customers’ data, respecting their privacy and being transparent about how we process data, and are GDPR ready. Click on the link below to find out more.


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.

Human trafficking and modern slavery

As a Group, BGL strictly prohibits the use of forced labour and human trafficking in all of its operations and global supply chains.

We work, grow and win together

Our strategy is underpinned by four values which influence the way we work every day: Ambitious, Authentic, Creative and United

Making a difference

Aligning our CSR strategy with the overall Group purpose ensures we continuously operate responsibly and create long-term positive value for society.
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