Consumer duty statement

Consumer duty statement

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Consumer Duty sets higher and clearer standards of Consumer Protection.

Hensure - R K Henshall & Co Ltd

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 staffAdditional support for vulnerable customers including Financial assistance where possibleCustomer communication that is clear and easy to understand.
Products and ServicesPrice and ValueConsumer UnderstandingCustomer Support
The OutcomeProducts 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 HowRigorous 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.
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.

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R K Henshall & Co Ltd, The Grove, Mill Lane, Wheelock, Sandbach, Cheshire CW11 4RD.

Copyright © Hensure | Hensure Business Insurance Consultants is a trading name of RK Henshall & Co Ltd. RK Henshall & Co Ltd are authorised and regulated by the Financial Conduct Authority. Registration Number: 308865. Directors: J.R. Henshall B.A.(Hons) ACII Cert CII (FS), A.J.Simpson ACII, A.Brown FCCA. Company Secretary: A.Brown FCCA. Written quotations, policy terms, conditions and exclusions are available on request. Privacy policy, Cookie policy, Terms, Complaints Procedure, Consumer Duty Statement

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01270 758056