Relentless pursuit of customer satisfaction is one of our core values. Our group policy is to have policies and programmes in place that support this.

Our policy is to offer our customers the best combination of choice, value and service on the market. Because financial products can be complicated and difficult to understand, we are committed to using clear and straightforward language in all our customer communications. We work with Plain English Campaign, an independent company who specialise in testing the text and layout of our documents, to make sure that all our customer communications meet the highest standards of clarity, openness and honesty.

We also have customer satisfaction programmes in place in our main businesses that use customer surveys to test customer satisfaction every year. Actions are taken to address the issues raised by customers in the research.