Treating Customers Fairly

Customer Satisfaction Programme

We try to treat our Customers fairly - do you?!

The Financial Services Authority continues to place considerable emphasis on encouraging companies to ensure that they are Treating their Customers Fairly.

At Excel we make every effort to work within the principles outlined by the Financial Services Authority in this respect.  We pride ourselves in our standards of integrity, our clarity of communications and our routine processes mean that we avoid conflicts of interest.  For example we will not position one client to compete for another client's business.

Let us help you with your TCF responsibilities.  Our Customer Satisfaction Programme
will: -

• Show you the areas where your customers are not entirely satisfied

• Give you peace of mind in the areas where they are satisfied

• Demonstrate to the Financial Services Authority that you are actively managing the Treating Customers Fairly regulations

• Help improve your business processes and also your business retention rates

Participation in our programme will demonstrate to the Financial Services Authority, should you need to, that you also consider this part of the regulations to be very important and are actively seeking ways to manage it effectively. We can customise any part of it to suit your individual requirements.

Retention of business is a key factor for all brokers and our Customer Satisfaction Programme will assist in clearly demonstrating that your clients are being treated fairly, or highlight the areas where perhaps some alterations in your processes or approach should be considered.

We are experienced in the sales and renewal processes and know how to quickly gather your client's views on the business that they have undertaken with you. We will provide you with full details of their feedback so that any appropriate action may be taken.

You may rest assured that client confidentiality will be maintained at all times.