Consumer Duty

History

The Consumer Duty rules define the standards of outcomes firms such as ours are expected to deliver. We intend to always comply with these standards by:

acting in good faith
avoiding foreseeable harm
helping consumers achieve their financial objectives

We intend to demonstrate we are able to achieve good outcomes, including the needs of vulnerable customers by ensuring we offer:

Consumer understanding – we ensure consumers are equipped to make good decisions and that information is made available at the right time and is understandable.
Price and value – products and services should be sold at a price that reflects their value. There should be no excessively high fees.
Product and services – products and services offered should be fit for purpose. The terms match the target consumer needs and products and services work as expected.
Consumer support – customer service should be responsive and helpful. It should be as easy to complain about or switch and cancel products or services, as it was to buy them.