Managing agents should embed a culture and associated behaviours throughout their business to ensure that they consistently focus on good customer outcomes and that products provide fair value.
To support this, managing agents should:
Managing agents should embed a culture and associated behaviours throughout their business to ensure that they consistently focus on good customer outcomes and that products provide fair value.
To support this, managing agents should:
Ensure the conduct culture set by the Board promotes good customer outcomes throughout the product lifecycle and supports the protection of Lloyd's brand, reputation and regulatory standing worldwide
Design and oversee products through suitable governance structures that meet the expectations of the target market
Ensure there are no barriers to easily accessing clear and fair sales and post sales services
Deliver fair and prompt claims and complaints handling services in line with a clear servicing commitment
Engage, manage and oversee third party service providers in accordance with the outsourcing strategy and the standard of service set by the managing agent
Ensure regular and robust oversight of customer outcomes is achieved, using data and qualitative assessment
Below are some of the frequently asked questions about this Principle, including the questions that were asked in the Technical Briefing session(s).
If you have any further questions, please reach out to Oversight.Framework@lloyds.com