Our cultural proposition for customers is:
"To meet or exceed the standards of behaviour a properly informed and prudent customer is reasonably entitled to expect of an organisation committed to dealing with them honestly, openly, competently and with integrity; which has an informed understanding of their needs; and is committed to helping them get the most out of their relationship with us."
Improving our service to you
We are committed to providing you with the best possible service. However we appreciate there is always room for improvement. Your views are important to us, so we regularly seek customer feedback to find out how we can improve. We are members of the Association of British Insurers’ Customer Impact Scheme. This includes participation in an industry wide customer satisfaction survey. If you are interested in participating in one of our customer feedback sessions, please contact us at communications@pgl.net, or call 01564 202529.
We are currently working with staff to embed the Financial Services Authority’s (FSA) Treating customers fairly (TCF) initiative. While this is a regulatory requirement, we believe it is the right thing to do for both you and our business. TCF impacts on everything we do throughout the life of your policy, and works towards delivering improved outcomes for you.
We have been conducting reviews of all our customer-facing processes to ensure that they align with the six consumer outcomes which the FSA expect us to deliver. We have also been revising our communications to you to make sure that they are fair, clear and not misleading and that they provide you with enough information to make well-informed decisions.
The six consumer outcomes are detailed below:
| Outcome 1 | Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture. |
| Outcome 2 | Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly. |
| Outcome 3 | Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale. |
| Outcome 4 | Where consumers receive advice, the advice is suitable and takes account of their circumstances. |
| Outcome 5 | Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect. |
| Outcome 6 | Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint. |
We are a corporate member of Plain English Campaign, and are working closely with them to encourage and promote plain English within our organisation. All staff responsible for producing customer-facing communications have received plain English related training. This website has recently been reviewed by the Campaign, and has been awarded an ‘Internet Crystal Mark’, further highlighting our commitment to provide information in a clear format.
We appreciate that the products and services you need may differ depending on what stage of life you are at. We make every effort to make sure that we are able to offer you a range of products and services that might be right for you. These include home, motor and life insurance, over 50’s plans and regular savings bonds. You can find out more by contacting our Customer Care team on 0845 938 0515.
When it comes to your money, we want to make sure you are confident in making an informed decision. If you find yourself in need of some financial advice, and don’t have an Independent Financial Adviser, we can put you in touch with one. To find out more, contact our Customer Care team on 0845 938 0515.
For more information on plain English and the Customer Impact Scheme please visit the links below: