Customer Charter and Ethical Standards
As a Chartered Insurance Broker, Rowlands & Hames is committed to maintaining the highest standards of professionalism, integrity and ethical conduct.
Our Customer Charter sets out the principles that guide how we work with clients, insurers and regulators.
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Our Commitment to Clients
Rowlands & Hames is committed to the fair, honest and transparent treatment of all clients. Our approach is underpinned by the following principles:
- Client-focused solutions
Products and services are arranged to meet the needs of each client or relevant consumer group.
- Clear and timely communication
Clients are provided with clear information and kept appropriately informed before, during and after any insurance transaction.
- Suitability of advice
Advice is provided only where it is suitable, taking into account each client’s individual circumstances and requirements.
- Quality of products and service
We arrange products and services which we believe perform as insurers have represented and are supported by service standards clients are entitled to expect.
- Fair post-sale treatment
We seek to avoid unreasonable barriers for clients wishing to change products, switch providers, submit claims or raise complaints.
Chartered Standards and Regulation
As a Chartered Insurance Broker, Rowlands & Hames adheres to professional and ethical standards set by the Chartered Insurance Institute. This includes a commitment to integrity, competence and putting client interests at the heart of our business.
Our activities are subject to regulatory oversight, and we take our responsibilities to clients and regulators seriously.
If you would like further information about our professional standards or how we work, please contact our team.
