As a member of REAL Assurance we abide by the Real Assurance Scheme Consumer Code. In doing so, we are committed to providing you with the best customer service available.
Getting it right for you
We will:
• Deliver on our promises and commitments to you
• Provide accurate and consistent information
• Provide you with information that is easy to understand; without jargon
• Continually improve the quality of our service based on your feedback
Easy to do business with
We will:
• Provide great value for money and ensure there are no hidden costs
• Explain what services you can receive and be clear of how you get them
• Listen to you and offer help in working out what you need
• Let you know exactly what will happen next and what you can expect
• Give you a dedicated personal contact should you wish to get in touch with us
Quick and efficient service
We will:
• Deal with your enquiry promptly and offer help at the first point of contact wherever possible
• Treat your enquiry confidentially and sensitively
• Strive to quickly recover when in the small number of occasions something goes wrong
Convenient service
We will:
• Be easy to contact through a variety of channels
• Wherever possible be available at times most suitable for you
Safe and secure service
We will:
• Be uncompromising on your safety and the safety of our teams
• Carry out all appropriate risk assessments
• Utilise the correct equipment and information for all works
• Protect and secure all your personal and confidential information
• Train and support our people and ensure they hold all the appropriate qualifications
Personal Service
We will:
• Meet your personal needs as far as we are able to
• Treat you with respect, integrity and understanding
• Be fair, helpful and easy to talk to; and
• Provide a polite, friendly, open and efficient service
