Treating Customers Fairly

<body topmargin=0 leftmargin=0 marginheight=0 marginwidth=0> <table cellpadding=0 cellspacing=0 border=0 height="100%"><tr> <td valign="top" width=22.5% BGCOLOR="#006633" TEXT="#F7F7FF" background="136d6c20ddvuru.jpg"> <div> <IMG SRC="1df8ca20.jpg" border=0 width="140" height="162" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <div> Graham Berg ACII</div> <div> Group Managing Director</div> <div> <IMG SRC="1fd89880.jpg" border=0 width="137" height="136" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <div> Mark Felman ACII</div> <div> Director </div> <div> General Insurance Division</div> <bR> </td> <td valign="top" BGCOLOR="#FFFFFF" TEXT="#080000"> <div> <B> </B><FONT SIZE="1" COLOR="#003366" FACE="Arial" >  </FONT></div> <div>  <A HREF="index.htm" TARGET="_top" TITLE=" "><U>home</U></A> <FONT SIZE="2" COLOR="#000000" FACE="Tahoma" > l </FONT>   <A HREF="id32.htm" TARGET="_top" TITLE="Company Background"><U>Company Background</U></A>   |   <B>Treating Customers Fairly</B>   |   <A HREF="id3.htm" TARGET="_top" TITLE="Commercial and Industrial Insurance "><U>Commercial and Industrial Insurance </U></A>   |   <A HREF="id4.htm" TARGET="_top" TITLE="Financial Services Division"><U>Financial Services Division</U></A>   |   <A HREF="id33.htm" TARGET="_top" TITLE="ATE Access to Barristers scheme"><U>ATE Access to Barristers scheme</U></A>   |   <A HREF="id15.htm" TARGET="_top" TITLE="Insurance Schemes"><U>Insurance Schemes</U></A>   |   <A HREF="id31.htm" TARGET="_top" TITLE="Crisis Control Scheme free added value "><U>"Crisis Control" Scheme - free added value for Commercial Customers after a disaster</U></A>   |   <A HREF="id6.htm" TARGET="_top" TITLE="Contact Us"><U>Contact Us</U></A></div> <div> Treating Customers Fairly</div> <DIV ALIGN="LEFT"></DIV> <div> <TABLE BORDER="0" CELLPADDING="0" CELLSPACING="1" WIDTH="624" BORDERCOLORLIGHT="#C0C0C0" BORDERCOLORDARK="#808080" FRAME="BOX" RULES="ALL" HSPACE="0" VSPACE="0" BGCOLOR=#FFFFFF > <tR> <tD VALIGN=TOP BGCOLOR=#FFFFFF HEIGHT= 92 WIDTH="622"><div> <IMG SRC="21865290.jpg" border=0 width="101" height="41" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <div> efm<FONT SIZE="5" COLOR="#003366" FACE="Arial" >insurance</FONT>&<FONT SIZE="5" COLOR="#003366" FACE="Arial" >financial</FONT>group</div> <bR> </tD> </tR> </TABLE></div> <bR> <bR> <div> <B>Committed to </B></div> <div> treating our customers fairly</div> <bR> <div> At EFM, we are committed to offering our customers the highest possible standards of service.  In so doing we are pleased to support the Financial Services Authority initiative <B>`Treating Customers Fairly'</B>.</div> <bR> <div> We recognise that both we and our customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you. </div> <bR> <div> <B>Our commitment to you</B></div> <bR> <div> We will:</div> <bR> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">provide you with clear information about the products and service we offer, including fees and charges</div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">ascertain your individual needs, preferences and circumstances before recommending an insurance product</div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">only recommend a product that we consider suitable for your needs </div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">not recommend an insurance product if we can't find one we consider suitable</div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">encourage you to ask if there's something you don't understand</div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">give you access to a formal complaints procedure should you become unhappy with our service</div> <bR> <div> <B>How you can help us</B></div> <bR> <div> To help us give you the most appropriate advice, we will ask you to:</div> <bR> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">provide us with sufficient information to enable us to properly assess your insurance needs </div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">let us know about changes in circumstance that might affect your insurance needs or changes which your insurers need to be made aware of</div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don't understand</div> <div> <IMG BORDER="0" SRC="Symb075c00b700dc00000000.png" HEIGHT="15" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">tell us if you think there are ways we can improve our service</div> <bR> <bR> <div> Thank you for choosing EFM</div> <bR> <div>  </div> <bR> <bR> </td> </tr></table></body>