Unum is committed to supporting the Financial Services Authority’s (FSA) Treating Customers Fairly initiative. Our philosophy is always to put customers first and improve our own processes wherever possible. To support this, we introduced comprehensive Treating Customers Fairly (TCF) action plans and statements of practice.
The FSA expected firms to have embedded TCF by December 2008 and we are confident that this expectation was met here at Unum. Successful implementation of TCF should result in six key outcomes for customers:
- Customers will deal with firms where the fair treatment of customers is a key part of the corporate culture.
- Products are marketed, targeted and sold that have been designed to meet customer needs.
- Customers receive clear information and are kept suitably informed before, during and after the point of sale.
- Customers receive suitable advice that takes into account their personal circumstances.
- Customers receive the product performance they have been led to expect and the service is of an acceptable standard.
- Customers should not face unreasonable post-sale barriers if they want to change product, switch provider, submit a claim or make a complaint.
Unum has adopted each of these targets and added three of their own:
- All staff should have an awareness of TCF.
- All staff should understand, in general terms, the steps that Unum is taking to implement TCF.
- All staff should know the steps that are being taken within their own department to implement TCF.
If any customer would like to discuss our TCF work please feel free to contact Kerry Barber, Compliance Specialist by e-mail on compliance@unum.co.uk or telephone on 01306 873659.