What does this mean in practice?
Essentially, this means that you need to put as much effort into looking after a customer after they've made a purchase as you do in the pre-sale process.
For example, if you sell them specialist motor insurance, you can't ignore them once they've signed the agreement. It needs to be as easy for that customer to exit the agreement, or make a claim, as it was easy for them to sign up in the first place.
Ingeni makes this easy to manage.
With our UK-based team, if a customer wants to make a claim, or cancel the agreement, they simply need to send us an email. Most people call first, but once we've had their request confirmed in writing, we'll make it happen! There are no quibbles or complicated hoops to jump through - we make it easy for the customer.
This is the what the FCA is looking for when it is thinking about 'consumer support'. As the FCA also expects to see evidence that this is working properly, we also provide our dealers with management information on this, to prove Consumer Duty has been applied properly.
Share this post: