Treating customers fairly.

Legal & General is committed to putting customers at the centre of its strategy. Our policy statement is as follows:

Our customers

Our customers are at the centre of our strategy. Our priority is to provide them with good value products, quality service and a choice of ways to buy through a wide range of distribution channels.

We are committed to ensuring our employees, customers and advisers want to buy our products and services, stay with us and recommend us to their families, friends and colleagues.

We will treat our customers fairly and deliver high quality products and services which meet their reasonable expectations throughout their relationship with us.

Our products and services

We will ensure our products do not contain hidden conditions or rely on complex technical definitions and can be easily explained.

Our service will be shaped by listening to our customers and understanding what is important to them. We will take responsibility for meeting the needs of our customers and these needs will be at the heart of our business. We will always look for ways to improve the quality of our service.

Our employees

Our employees are critical to delivering a positive customer experience and treating customers fairly. Our culture encourages and supports our employees to deliver this.

We will meet our customers’ needs by finding ways to deliver what matters to them, being clear and straightforward in our dealings and working together to meet their needs.

Our shareholders

Our reputation and success are dependent on the satisfaction our customers gain during their experience of dealing with us. This is in the best interests of our shareholders as customers stay with us longer, and buy more products, thereby improving profitability.

Our regulator

Our policy is in line with the current guidance from both the Government and the Financial Services Authority (FSA) and is in line with the principles of the FSA that a firm must pay due regard to the interests of its customers and treat them fairly.

Nigel Wilson
Group Chief Executive, Legal&General Group Plc.