Customer principles

Product servicing

1. Meet customers service needs
We understand our customers and provide them with services that meet their needs, and ensure the service is in accordance with the contract and promotional material we have issued them.

2. Provide appropriate product information
We ensure customers are given appropriate, and balanced, information on their products to enable them (with advice if necessary): to plan adequately for the future; to consider taking up any options within the product; and to review the product if external factors change.

3. Fair business decisions
We balance fairly the interests of customers, intermediaries and Skandia when making decisions relating to product servicing. This applies to both discretionary decisions within the product terms and day-to-day business decisions.

4. Fair responses to requests and complaints
We consider fully customers’ requests, concerns and complaints, and respond to them in a fair way.

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