CUSTOMER IMPACT SCHEME

The Association of British Insurers’ (ABI) Customer Impact Scheme was part of our industry’s commitment to continuously build on customers’ experiences. An annual customer survey was conducted, and each participating company was required to produce a report of their results.

We signed up to one and three of the following customer commitments, which we have monitored ourselves against:

• To develop and promote products and services which meet the needs of customers.
• To provide customers with clear information and good service when they buy products.
• To maintain appropriate and effective relationships with customers, providing them with a good service after they have bought a product.

As a specialist in closed funds, we were unable to participate in questions relating to commitment two, 'providing customers with clear information and good service when they buy products'. We are however, committed to providing all our customers with access to financial advice and new products through a range of carefully selected partners.

During 2011, the Customer Impact Survey will be replaced, and the ABI are currently looking into this.

Please view the Group's latest Customer Impact Scheme Report Customer Impact Report 2010