At our core is the need to demonstrate that we adhere to the FSA’s Treating Customers Fairly (TCF) principles.
The governance of this is managed via monthly meetings of the Customer Experience TCF Committee, which is comprised of senior executives of the Company, and reports through to our Group Board. This committee reviews any issues and agrees appropriate action plans.
Since 2006, we have been a founding member of the ABI’s Customer Impact Scheme which measures our performance against three public commitments.
These are then benchmarked against other financial services firms participating in the survey. Each year, we publish a report summarising our performance and key activities. To see our 2008 Report please click here.
We have maintained a consistent performance on all three of the commitments, in line with the industry.