Treating Customers Fairly

Aim Legal Expenses is committed to putting its customers expectations at the core of it’s principles.

We at Aim have always considered having Treated Customers Fairly and are committed to acting in the best interests of our clients at all times.

We seek to ensure there are no surprises and our policy performs as the customer would expect.

And we will engage with our customers in an open and transparent manner at all times ensuring our products meet our customers needs.

To support these objectives, we have developed Treating Customers Fairly Principles as a set of high level aspirational standards. The Principles are incorporated into our internal mandate, and are designed to ensure consistency across the company.

Aim Treating Customers Fairly Principles

• Our Customers

We will treat our customers fairly, our customers are at the core of everything we do, our priority is to provide them with quality products and services at all times to meet their reasonable expectations. }

We will communicate with our customers in an open and transparent manner at all times providing clear, precise, relevant and timely supporting documentation.

We will be objective in our assessment when making a recommendation.

• Our Products And Services

We will ensure that there are no surprises and that your policy provides what is expected at the time of a claim.

We continually improve our service by listening to and understanding our customers needs.

• Complaint Handling

We deal with complaints that may arise in a fair and efficient manner in line with FSA deadlines and rules.

We handle customer complaints with sensitivity and despatch, with due regard for the
needs and understanding of each complainant.

We assess the root cause of complaints made, particularly where the complaint is
upheld in favour of the customer and ensure that any learning arising is fed back to
the relevant business units to avoid future repetition.

• Management Information

We continually collect, analyse and use information about our customer service and
product sales to identify ways to improve our service to our customers. We escalate
information to senior management to ensure appropriate consideration of significant
matters.

We constantly measure and review the effectiveness of our treating customers fairly policy by analysing Management Information from all areas of the business and amending our internal processes accordingly to improve the service we offer.

• Our Staff

We encourage our staff to implement TCF in their day to day activities.

We encourage our staff to recommend improvements to our service where possible.

We provide continuous training to ensure our staff, have the skills, knowledge and support to do their jobs effectively.

• Our Regulator

Our policy is in line with the current guidance from the Financial Services Authority (FSA) and principle six of the FSA that states a “firm must pay due regard to the interests of its customers and treat them fairly”.