Abbey Legal and treating customers fairly (TCF)

Insurance in the UK is regulated by the Financial Conduct Authority (FCA). In 2007, the FCA set out principles and measures to ensure that all regulated firms could demonstrate consistently that fair treatment of customers is at the heart of their business model. Abbey Legal identified the key deliverables for our customers, insureds, insurance intermediaries, insurers and affinity groups as: claims, underwriting, advice provision and communication. We are proud to share how we have implemented TCF for these deliverables. Embodiment of these principles within our business has allowed us to understand what our customers expect, to measure our performance, and to ensure 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.


"I have recently had legal advice from an exceptional employment lawyer, Andrew Bayjou. He was so professional, client focused, responsive and most helpful. I am confident that you will wish to compliment Andrew for his shining example of first class client service."
David Childs
Trigon Limited - FSB

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