MetLife

MetLife Assurance is dedicated to delivering a high level of service and customer care and our desire to satisfy customer expectations is central to everything that we do. This means that we make our commitment to the Financial Services Authority’s (FSA) principles for Treating Customers Fairly (TCF) a fundamental part of all our activities.

• Provide you with clear and complete information so you can make informed decisions
• Be open and transparent about any costs that may be incurred
• Provide clear and regular information about your policy, and let you know if anything changes materially
• Meet your expectations of our customer service
• Treat you as an individual, listen to any concerns that you may have and respond sympathetically

• Provides full and complete training for our employees so that they can provide a quality of service that meets your expectations
• Makes certain that our culture ensures our employees are motivated and supported to treat our customers fairly
• Reviews all documentation that we provide, to check it is factually correct, complete, relevant and timely
• Reviews any complaints and feedback that we receive, and takes the necessary steps to learn from this and ensure the service we provide is improved accordingly.

You can help us:
We recognise that there are always lessons to be learned, and therefore we welcome feedback from our customers. If you would like to let us know about ways in which you think we might improve our service please contact our customer service team. Similarly, our customer service team would like to hear from you if you want to tell us about things that we are doing well.

• Be confident that the companies they deal with see the fair treatment of customers as being central to their corporate culture
• Expect that products available have been designed to meet the needs of identified potential buyers
• Be provided with clear information, and kept appropriately informed of any changes
• Expect that any advice received is suitable and relevant to their individual circumstances
• Be provided with products that perform as expected and the related service meets expected standards
• Not face, after their purchase has been completed, unreasonable barriers that limit their ability to change product, switch provider, submit a claim or make a complaint

• MetLife Assurance has a TCF Champion on its Board and a TCF Coordinator who regularly review TCF actions and progress.
• Our Board discusses TCF at every Board Meeting as a regular agenda item, with a presentation from the TCF Champion and Coordinator.
• TCF is always considered when we make decisions in our day to day business.
• TCF training is provided to every new MetLife Assurance employee.
• A TCF log is kept of all comments, whether internal or external, related to our TCF objectives and when appropriate, subsequent process improvements are identified and implemented.