Consumer duty statement

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.

Standards of contact will align with the cross-cutting rules.

• Act in good faith by being open, honest and fair taking into account customer interests whilst providing support to staff and embedding a customer centric culture.
• Avoid causing foreseeable harm by taking proactive and reactive steps where areas of potential harm have been identified and ensuring consumer behaviour does not lead to additional harm.
• Enable and supporting customers in pursuing their financial objectives by ensuring customer understanding with the level of support required and the product functioning as expected.

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 customer needs with benefits they expect.	Products that offer value and transparency around price and fees.	Clear documentation and correspondence 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.	On-going process of identifying areas of improvement to ensure clarity in the products and services offered.	Continued monitoring of customer journeys to ensure standards of service are being met and areas of friction identified.

The evidence.

Regular review and monitoring of outcomes via management information, testing and customer feedback and board of management oversight.

Consumer Duty means key improvements across our business.

• Customer Centric Policies and process enabling good consumer outcomes.
• Changes driven by MI and  customer feedback ensuring changes are for always for  the  good of  the  consumer.
• In Depth  management information demonstrating how we achieve good consumer outcomes.
• Clear documentation that helps our customers to make informed decisions.
• Regular reviews and updates to customer journeys to support delivery of good customer outcomes.

Cost of living.

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.