Treating Customers Fairly
RAM 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 processes wherever possible to satisfy customer needs.
We consider
our customers to be beyond the initially proposed retail consumers
and to encompass
all those we work with from insurers to intermediaries and all
others in our distribution
chain.
The TCF initiative is intended to result in the highest standards of business
being
applied to achieve six key outcomes for customers as follows:
| 1. |
Customers will deal with firms where their fair treatment is a key part of the
corporate culture. |
| 2. |
Products are marketed, targeted and sold that have been designed to meet
customer needs.
|
| 3. |
Customers receive clear information and are kept suitably informed before,
during and after the point of sale. |
| 4. |
Customers receive suitable advice that takes into account their personal
circumstances. While RAM is not authorised to give advice directly, we
endeavour to ensure that our introducers have met this FSA requirement
in dealing with clients. |
| 5. |
Customers receive the product performance they have been led to expect
and the service is of an acceptable standard. |
| 6. |
Customers should not face unreasonable post-sale barriers if they want to
change product, switch provider, submit a claim or make a complaint. |
RAM aims to go beyond these “acceptable” standards and provide our
customers
with the highest standards of efficiency available. Our senior
management team is
challenged to maintain our service standards through
a tightly structured organisation
aimed at ensuring that all scheme administrators
are fully trained to
the highest
technical standards and are fully committed to
the TCF challenges.
|
Group Contracts
