Consumer Duty sets higher and clearer standards of Consumer Protection.
Consumer Duty sets higher and clearer standards of Consumer Protection. At R K Henshall and Co Ltd we are committed to putting customers first and delivering good customer outcomes.
We have worked hard to build on our Conduct Risk Framework , all of our staff have been fully trained and as a business we are determined to deliver good outcomes for all of our retail customers.
|Uncomplicated processes that are easily signposted in communication with customers.||Multiple contact channels.||Fast and efficient service and general processes.||Client portal being configured to allow customers access to policy documentation and to claims information.|
|Customers kept informed during claims life cycle.||Knowledgeable and competent staff||Additional support for vulnerable customers including Financial assistance where possible||Customer communication that is clear and easy to understand.|
|Products and Services||Price and Value||Consumer Understanding||Customer Support|
|The Outcome||Products that meet|
with benefits they expect.
offer value and
transparency around price and fees.
that customers understand.
|High standards of|
services with no
unreasonable barriers and customers kept informed.
|The How||Rigorous product|
approval process with products designed to meet the needs of the target market.
|Products reviewed to ensure they|
provide value with prices aligned with
the policy benefits.
of identifying areas
of improvement to ensure clarity in
the products and services offered.
customer journeys to ensure standards
of service are being met and areas of friction identified.
Regular review and monitoring of outcomes via management information, testing and customer feedback and board of management oversight.
We are aware of the impact of the current economic environment and cost of living implications.
We value our customers and we want you to remain protected and have insurance in place that meets your needs.
Should you be in financial difficulty please contact us and we may be able to assist by reviewing your cover and considering whether a different product may be more suitable or by arranging alternative payment methods.