The approach to treating customers fairly

Treating customers fairly is recognised by AHL as the primary consideration in all its business dealings.

AHL will:

• Have due regard to the interests of customers
• Conduct its business with integrity
• Be flexible in our response to customers reflecting their needs and circumstances
• Keep promises and deliver on them
• Ensure errors are corrected promptly and in line with customers wishes
• Ensure all complaints are fully investigated and are approached in a consistent manner
• Communicate with customers in a clear, fair and not misleading way, avoiding the use of jargon
• Ensure all staff are appropriately trained and knowledgeable to enable them to carry out their roles
• Instil a culture of treating customers fairly into the business.