Treating Customers Fairly

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Treating Customers Fairly

Introduction

General and Medical Finance Ltd 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 frontline 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
  • Complaints handling

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

  • Everyone is confident in the knowledge that when they are dealing with General and Medical, the fair treatment of customers is central to our corporate culture.
  • Products and services marketed and sold by General and 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 and Medical have led them to expect and the associated service will be of an acceptable standard and as General and Medical have led customers to expect.
  • Customers will not face unreasonable post-sale barriers to change a product, switch provider, submit a claim or make a complaint.
  • General and 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 and 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 and Medical staff do not receive or give inducements if they are likely to conflict with their duty to General and 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 and Medical have 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.

Regulation

General and Medical Finance Ltd is authorised and regulated by the Financial Conduct Authority (FCA).

General and Medical Insurance Ltd is authorised and regulated by the Guernsey Financial Services Commission (GFSC).

Issues relating to administration and sales provided by General and Medical Finance Ltd and benefits covered by Underwriters at Lloyds of London, benefit from the Financial Ombudsman Service (F.O.S.). The F.O.S. is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the F.O.S. can be found on its website at www.financial-ombudsman.org.uk

What's next?

We want to suit your needs and budget, take a look to see what cover options we have available for you. We can adjust your premiums with different excess levels, a lower level of cover and different hospital choices.

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