1. Customer Service Strategy
*      Treating customers fairly is the core on which the Sureterm Direct customer service strategy is based.
*      The principles of Treating Customers Fairly will be incorporated at every level when planning our commercial and customer strategies and objectives.
2. The Design of Our Products and Services
*      Sureterm Direct will supply and market our products and services based on a clear understanding of the needs of our customers.
*      We will observe market trends and will respond accordingly to ensure the continued relevance of products and services offered to our customers.
3. Our Financial Promotions and Marketing Campaigns
*     Sureterm Direct will provide appropriate information to our customers in a way that is clear and fair.
*     We will promote our products and services to customers in a responsible manner that is not misleading
*     We will market our products and services to the appropriate target audiences.
*     We will ensure that our marketing and PR campaigns are honest, open and transparent with clear and accurate disclosure.
4. Our Sales and Advice Processes
*      Sureterm Direct will ensure that our sales and customer service staff have completed thorough training through our Training Academy.
*      We will ensure that all advice given on products is suitable and takes into account the customers circumstances.
*      We will ensure that customers are provided with clear information about the product most suitable to them and are kept informed before, during and after any agreement.
*      We will ensure that customers are provided with products that perform as we have led them to expect.
*      We will ensure that we communicate product and service information to our target consumers in a clear and fair manner.
*     We will ensure that we operate sales incentives that assure fairness to the customer, that are based on the quality of the sales service given and not based solely on rewarding sales targets achieved.
5. Our Aftersales Information and Services
*      Sureterm Direct will ensure that our after sales services are of an acceptable standard and as we have led our customers to expect.
*      We will actively encourage customer feedback on all of our products and services at every stage of the customer experience.
*      We will monitor and record all customer feedback on our third party service providers and continually monitor the service levels they provide.
6. How We Handle Claims
*      Sureterm will ensure that our customers and their vehicles are treated with respect and ensure our best efforts are given whilst working with insurers and claims handlers on our customers behalf to ensure a speedy resolution.
*      We will ensure that our customers claims are handled promptly and efficiently and ensure that the promises we make to the customer at the beginning of the policy are auctioned and enforced.
7. Handling Customer Complaints
*      Sureterm Direct will strive to identify common underlying causes of complaints and take positive actions to eliminate the causes.
*     We will ensure that customer complaints are assessed fairly, promptly and impartially.
*     We will treat each customer with respect whilst dealing with any complaint process.