Our workplace wellbeing charter
Being dedicated to excellent service means we tend to wear our hearts on our sleeves, as we strive for consistently high performance. We developed a Client Charter, so you know what to expect from us, now and in future.
Every year we will publish our results, to show how we’re progressing.
We will:
Be your trusted adviser
1) Our advisers will hold the relevant Chartered Institute of Insurance qualification as a minimum, to ensure they have the most appropriate knowledge to support you.
2) We will offer solution led advice that’s appropriate for you, not what’s lucrative for us.
3) We will use plain English wherever possible. If we do need to use industry jargon, we’ll explain what these terms mean. We’ll also help explain any documentation you receive from your insurer.
Give you great service
1) Every client will have a dedicated account management team and day to day support contacts, to provide a flexible and adaptable service that meets your needs.
2) If we do make a mistake, we’ll apologise and take prompt action to fix things.
3) We will proactively seek and publish our clients’ feedback on our service and this will become part of how we reward our people.
Work with accuracy and speed
1) Renewal documentation will be issued within 30 days of a renewal being confirmed, in at least 95% of cases.
2) We will issue you with written renewal confirmation within 5 days of receipt of your instruction, having also informed your insurer.
3) We will action promptly and accurately and confirm to you in writing, all membership changes during the policy year.
Be transparent and compliant
1) We will disclose any commission we receive from your insurer if you wish to know. And if you prefer, we can be remunerated on a fee basis.
2) We will uphold all the principles and duties of Treating Customers Fairly and abide by all requirements set out by our regulator, the Financial Conduct Authority.
3) We will seek annual, external inspection and accreditation of our service and the relationships we hold with our clients.
For more information on the service we can provide, please call us on 0333 920 6911 or
email us at
