TREATING CUSTOMERS FAIRLY
PING Insure is committed to the rules and general principles of the FCA and has close links with its clients. We have excellent recording and administrative systems and regularly review staff competence. It is our belief that all of the above embodies TCF. On an ongoing basis, we have the advantage of using external consultants who assess our strengths and weaknesses in terms of TCF.
If a customer requires information, we will be open and responsive to their request, replying in a timely manner. We will be mindful of the need to review customer information to ensure its accuracy and to comply with the Data Protection Act. This will enable us to respond fairly to our customers in the unfortunate event of a customer dispute. At all times we will ensure that client data remains confidential.
DISPUTES AND COMPLAINT HANDLING
We already have in place a written complaints procedure that every member of staff has read and understood. It is important that disputes are handled sympathetically and that we are open and honest about our mistakes. We recognise that a well-handled complaint can prevent a potentially difficult situation escalating and can ultimately retain customer loyalty.
We will be open in our complaint handling procedures and inform customers of areas outside of their complaint, if applicable, where we may have discovered errors of which they may not be aware. A complaint does not automatically lead to compensation, putting the matter right and offering an apology may often be more than enough. Customers readily accept that errors occur and in many cases are gratified that a firm will accept that they are fallible and keen to rectify the situation.
COMPLAINTS ABOUT THIS INSURANCE
Please contact Our Customer Services Team either by telephone on 0191 258 2733, or by e-mail to firstname.lastname@example.org. Alternatively write to us at Ping Insure, Digital Media Centre, County Way, Barnsley S70 2EQ
We will acknowledge Your complaint within 5 working days. We will advise you who is dealing with it and when we expect to respond. We aim to respond fully within 8 weeks, however if we are unable to provide a final response within this period we will write to you before this time and advise why we have not been able to offer a final response and how long we expect our investigations to take.
If you remain unhappy with our final response, or we have not managed to provide a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice:
Phone: 0800 023 4567 or 0300 123 9123
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
We acknowledge that the dealings of all staff affect whether customers are treated fairly. Having members of staff who are adequately trained and mature enough to acknowledge whether a task is outside their expertise is important in this regard.
Continuous professional development is important for all members of staff to maintain skills and competence. We also encourage our staff to obtain professional examinations.
INFORMATION FROM INSURERS/PROVIDERS
It is important that representatives and their administrative staff understand and consider documentation supplied by insurers, to ensure that they fully understand the features and risks associated with the product being recommended.
Representatives should also be in a position to make an informed judgement on the content and opinions expressed in any insurer’s/provider’s literature.
Commissions, Fees and Charges
When you arrange or renew your policy with us, we retain commission from the insurer(s) which is a percentage of the Gross premium. For some of our products, instead of retaining a commission from the insurer, we may charge you an Intermediary Services Fee for setting up your policy. Our commission or Intermediary Services Fee covers the costs of setting up and servicing your policy.
Any applicable Intermediary Services Fee, is included within the total cost quoted to you. In regard to any further fees or charges that may apply, such as cancellation fees or midterm adjustments, these vary by product and are shown within the Terms and Conditions for the product selected
KEEPING UP TO DATE
Our Compliance Function will continue to monitor further FCA guidance, to ensure that TCF is consistently built into the overall culture of the business, at all times.