Abbey Legal and treating customers fairly (TCF)
Our commitment to you –
“Our customers are at the heart to of what we do and as such, all of our products are:

  • Designed to meet our customer’s needs and expectations
  • Easily understood and free from technical jargon
  • Sold in an open, transparent manner for a fair price
  • Designed to pay claims in accordance with expected outcomes
  • Are not subject to unreasonable barriers to making amendments, cancellation or making complaints

The embodiment of these principles within our business has allowed us to understand what our customers expect, to measure our performance, and to make sure that we treat all our customers fairly.”

Abbey Legal commits to:

  • Properly and fairly provide cover to customers according to the letter and spirit of the policy
  • Make decisions based on the facts and the merits of a case in good time to allow customers to make informed decisions on how to proceed with their cases
  • Clearly explain in writing the reasons for every decision 
  • Discuss and review any case with the customer.

Underwriting… Abbey Legal commits to:

  • Understand the needs of the customer, insured and distributors
  • Ensure products meet the needs of the customer
  • Ensure that decisions and fulfilment literature are communicated in good time to allow customers to make appropriate decisions
  • Support the customers throughout the year
  • Offer prices that deliver good value on a sustainable basis. 

Advice... Abbey Legal commits to:

  • Ensure advice is technically correct both in law and practice  
  • Ensure advice is understandable  
  • Deliver information about us and products  
  • Ensure clarity on what products do and don’t do. 

Communications… Abbey Legal commits to:

  • Deliver information in a media appropriate for the client
  • Provide clarity about what our products do and don't do
  • Ensure that communications are both clear and unambiguous.


"We have been working in partnership with Abbey Legal for over three years. During this time, they have delivered an outstanding and dedicated service to our members’ needs. This is a valuable member benefit we offer, and has been well received. If it’s an extremely professional and very efficient service you require, Abbey Legal is the company our Association would thoroughly recommend."
Neil Ogilvie
PDA Chief Executive Officer

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