Treating Customers Fairly

Rothesay Life commits to provide excellent customer service and long term security to our policyholders to ensure they receive the optimal level of administrative support and customer service.

All of our communication mechanisms for interacting with policyholders throughout the transition period from executing transaction through to a wind-up and into annuity administration are developed and approved by senior management to ensure they meet and exceed the Treating Customers Fairly Guiding Principles and other guidelines provided by the FSA and The Pension Regulator.

You can find the FSA's Treating Customers Fairly Guiding Principles on the FSA's website. They are summarised here:

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 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.