Treating Customers Fairly

Introduction

General & Medical Finance Plc is committed to ensuring that the fair treatment of its customers is, and remains, at the heart of the firm. We believe that customers are the most important aspect of our business and we endeavour to provide, a high quality service that is consistent with what the customer wants and expects.

Our policy of treating customers fairly is firmly embedded within our business, from Director level to front line staff and our commitment to it extends throughout the whole lifecycle of our products:

• Product design and governance
• Identifying the target market
• Marketing and promotion
• Sales and advice process
• Remuneration of sales force and advisers
• After-sales information and service and
• Complaints handling

General & Medical Finance(General & Medical) aims to achieve and monitor the following:

• Everyone is confident in the knowledge that when they are dealing with General & Medical, the fair treatment of customers is central to our corporate culture.
• Products and services marketed and sold by General & Medical are designed to meet the needs of identified consumer groups and are targeted accordingly.
• Customers are provided with information that is clear, fair and not misleading and will be kept appropriately informed before, during and after the point of sale.
• Customers will be provided with products that perform as General & Medical has led them to expect and the associated service will be of an acceptable standard and as General & Medical has led customers to expect.
• Customers will not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint.
• General & Medical staff remain at all times trained and competent to do their roles.

Supporting Policies

To ensure that the needs of our customers are met General & Medical has the following policies and procedures in place.

• A quote process that ensures advisors obtain the necessary client information to enable them to provide suitable quotes.
• An inducement policy which ensures that General & Medical staff do not receive or give inducements if they are likely to conflict with their duty to General & Medical customers.
• A Data Protection policy that ensures personal and sensitive information held on behalf of our customers is maintained in a secure and confidential environment.

Compliance

General & Medical has a dedicated Compliance Officer who is responsible for carrying out tests on a regular basis to ensure that our customers needs are being met at all times and that conflicts of interest are appropriately managed.