Treating Customers Fairly

Legal Insurance Management Limited (LIM) is committed to ensuring that its customers are treated fairly.  Fair treatment of customers, is and remains, at the heart of the company and is essential to the success of our business. 

Our customers

We will treat our customers fairly and deliver a high quality service which meets their reasonable expectations throughout their relationship with us.

Our products and services

We will ensure that our products are clear, fair, not misleading and regularly reviewed for improvements.  The products will not contain hidden conditions or reply on complex technical definitions. We will ensure that our customers will not face unreasonable barriers to submit a claim or make a complaint.  We will listen to our customers and take responsibility for meeting their needs.

Our employees

Our employees are trained to deliver a positive customer experience and treat customers fairly, to provide clear explanations and a realistic and common sense approach.  Our ethos encourages and supports our employees to deliver this and provide a tailored approach to meet our customers’ needs.

Our regulator

Our business is regulated by the Financial Services Authority (FSA) and we embrace the principles of the FSA by treating customers fairly.