1. Strategy and Behaviours

• Treating Customers Fairly is implicit in our company proposition of being an 'expert friend'. This company proposition is core to our culture and the way that we behave and do business.
• In setting our commercial objectives we will fully take account of our principles of Treating Customers Fairly.

2. Product and Service Design

• We will advise on products and services based on a clear understanding of the needs of customers. We will monitor market changes and will respond accordingly to ensure the continued appropriateness of our products and service.

3. Customer Communication

• We will provide information to customers about the benefits, risks and costs associated with our products and services to help them understand what they can reasonably expect.
• We will provide appropriate information in a way that aims to be clear, fair and not misleading.
• We will pay due regard to our customers' information needs, in a timely way.

4. Customer Expectations

• We will honour the promises we have made to our customers.
• We will identify common underlying causes of complaints and take actions to eliminate the root causes.

5. Distribution Partners

• We will communicate our Treating Customers Fairly principles to our customers so that they can take them into account in considering the practices they adopt in their dealings with ourselves.
• We will provide our customers with appropriate information on our products and services in order that we may advise them appropriately.
• We will manage potential conflicts of interest to ensure that they do not lead to customers being treated unfairly.