Treating Customers Fairly

Correct advice, clearly communicated by competent people

The Financial Conduct Authority (FCA) has defined six outcomes to ensure consumers achieve a fair deal that best matches their requirements. PMI complies with these in the following ways.

FCA Outcome 1

Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

We believe that this can only be achieved by ensuring that our business is controlled and managed with honesty and integrity and that commercial decisions are aligned to customers’ needs. PMI’s business plan is strictly monitored by the board in accordance with best business practice and in line with FCA Principles for Business.

FCA Outcome 2

Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

We ensure our staff are diligent and competent to sell products in the retail market through appropriate recruitment, ongoing training and monitoring.

FCA Outcome 3

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

We strive to ensure all material is clear, compliant, jargon free and timely. All customers are given a direct line number and a personal contact name.

FCA Outcome 4

Where consumers receive advice, the advice is suitable and takes account of their circumstances.

We endeavour to ensure that all of the clients demands and needs are taken into consideration and that our advice takes this into account. Our recommendations are justifiable and any staff rewards or incentives are appropriate.

FCA Outcome 5

Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect.

We strive to ensure that we work closely with insurers to keep our product knowledge continually updated. We strive to enhance the customers experience by ensuring that they receive the highest quality of service from us and to always deliver what we have promised.

FCA Outcome 6

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Our post sale back up teams are dedicated to providing continual support to ensure customer satisfaction at all times. We welcome customer feedback and ensure that any complaints are dealt with promptly and fairly. Any corrective action is taken as quickly as possible to protect the interest of our customers.