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Our aim is to help people to enjoy their retirement by maximising their income and giving them financial security and peace of mind. With this in mind we created our own TCF vision: To be the leading retirement brand known and trusted for enriching our customers’ lives.Our cultural philosophy and TCF are aligned to how business should be conducted, i.e. with customer-led decision making at the heart of our business. We established Just Retirement Limited on the basis that people in or approaching retirement should be:• Treated fairly • Given attractive terms based on their own individual circumstances • Receive a personal service
The Financial Services Authority expects all firms to be able to clearly demonstrate how they consistently treat their customers fairly. When any customer takes out an annuity or equity release product with Just Retirement, there are certain key criteria we always meet, including:
This approach ensures that customers receive the products and services they expect from a specialist retirement provider. It also ensures that we do all we can to support you through the advice process, helping you to have the confidence that your sales are compliant.
Industry feedbackEach year, the LAMRA Annual Customer Impact Survey measures how well life and pension companies treat their customers. In 2012, 10 companies took part and a total of more than 6000 customers were contacted.As part of the survey, we are proud of the very positive feedback we received about the care and attention that we provide to our customers shown below. You can therefore be confident that you are recommending a company which puts the fair treatment of your clients central to what we do.Our key results are outlined in the table below:
Key satisfaction indicators
Overall quality of product/ service
Overall satisfaction with product purchased
'Really cares about its customers'
'Is easy to do business with'
‘Treats customers fairly’