Treat Customers Fairly Policy

Company Name

Version 3.0

Customer Care, Complaints and Compliments Policy

1. Policy Statement

Prism Claims Group is committed to delivering a high standard of customer care and ensuring that all customers are treated fairly, consistently, and with respect at every stage of their journey.

We aim to:

• Get it right first time; where this is not possible, act quickly to resolve issues 
• Make it simple for customers to raise concerns or complaints 
• Handle all complaints fairly, consistently, and within defined timescales 
• Maintain transparency and clear communication throughout 
• Learn from feedback to continuously improve service delivery 
• Promote a positive culture where both complaints and compliments are valued

2. Treating Customers Fairly (TCF)

Although not FCA-regulated, Prism Claims Group adopts the principles of the FCA’s Treating Customers Fairly framework as a core part of its operational culture.

Our Commitments:

• Customer-first culture – decisions are made with customer outcomes in mind
• Clear communication – information is accurate, timely, and easy to understand
• Appropriate support – services reflect customer needs and circumstances
• Accessibility – no unnecessary barriers to engagement
• Delivery of expectations – services perform as described
• Continuous improvement – feedback drives change 
  

Expected Outcomes:

1. Customers can be confident they are dealing with a fair and ethical business
2. Services are designed to meet customer needs
3. Customers receive clear and understandable information
4. Advice and support (where applicable) are appropriate
5. Services perform as expected
6. Customers do not face unreasonable barriers when raising concerns 

3. Customer Care Standards

All staff are expected to:

• Act professionally, courteously, and with integrity
• Provide accurate and timely information
• Demonstrate empathy, particularly where customers are distressed or vulnerable
• Respond promptly to enquiries and updates
• Take ownership of issues and ensure appropriate escalation where required



This policy applies to both internal and external customers.

4. Vulnerable Customers

We recognise that some customers may be vulnerable due to personal, financial, health, or situational factors.
Staff must:

• Identify potential vulnerability indicators
• Adapt communication appropriately
• Provide additional support where needed
• Ensure understanding before progressing
• Escalate where specialist handling is required 

5. Complaints and Compliments

Definition of a Complaint

A complaint is:

“Any expression of dissatisfaction, whether justified or not, regarding the standard of service, actions, or lack of action by the organisation or its staff.”

Where there is doubt, the matter should be treated as a complaint.

6. Raising a Complaint

Customers should provide:

• Name and contact details
• Details of the complaint
• Relevant individuals (if applicable)
• Desired resolution

Complaints may be made verbally, in writing, or electronically.

7. Complaint Handling Process

Formal Complaints Procedure

Stage 1 – Initial Investigation

• Acknowledgement within 3 working days
• Investigation completed within 10 working days 
  

Stage 2 – Senior Review

• Escalation if unresolved at Stage 1
• Reviewed by a Senior Manager 

Stage 3 – Final Review (Appeal)

• Escalated to Director-level review
• Panel convened within 28 days

Where delays occur, customers will be informed and updated accordingly.

8. Compliments

Compliments are:

“Expressions of satisfaction or appreciation regarding service or staff.”

These are:

• Recorded and shared internally
• Used to support staff recognition
• Included as part of service quality monitoring 

9. Monitoring and Continuous Improvement

Prism Claims Group will:

• Maintain a central complaints log
• Analyse trends and root causes
• Monitor response times and outcomes
• Review customer feedback and satisfaction
• Feed insights into training and process improvements

Management Information (MI) is reviewed regularly to ensure fair outcomes and service consistency.

10. Responsibilities

All staff are responsible for:

• Delivering fair customer outcomes
• Handling complaints appropriately
• Escalating issues where required
• Maintaining accurate records 

Senior Management are responsible for:

• Oversight of complaint handling
• Ensuring policy compliance
• Driving continuous improvement 

11. Implementation

This policy applies to all employees and contractors and is embedded through:

• Training and induction
• Operational procedures
• Management oversight 

12. Version Control and Amendments

Updated structure, Consumer Duty alignment, governance enhancements

31st March 2026