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Our Principles - Mission Statement and Corporate Core Values
Corporate Mission
To advance the profitable development of Windsor Life by providing a
professional service to our policyholders. The key features of this service
are:
- good administration that is both cost-effective and treats customers fairly,
- prompt payment of benefits, and
- sound investment returns.
Corporate Core Values
Our Customers
- We willingly serve our customers, meaning our policyholders, business partners
and each other.
- We recognise our customers' interests and treat them fairly.
- We respond to our customers’ needs in a timely, consistent and transparent
manner.
- We regard ourselves as stakeholders in the Company's business relationship with its
customers.
- We are committed to high standards of quality.
Our People
- We take responsibility for our actions.
- We encourage clear and open communication.
- We foster an enjoyable working environment that stimulates expertise and innovation.
- We provide development opportunities by nurturing a learning environment.
- We reward personal performance and its contribution to company performance.
Our Business
- We demand the highest professional and ethical standards in all our business
dealings.
- At no time shall integrity be compromised.
- We recognise our social and economic obligations to the community.
Treating Customers Fairly Strategy Statement
- Treating Customers Fairly (TCF) is central to the Windsor Life business model. Windsor Life focuses on delivering consistently good customer service and outcomes consistent with the six guiding TCF regulatory principles.
- Our benchmark for assessing whether we have treated an individual customer fairly is that if all the facts are presented to an informed and unbiased professional individual they would decide that we have treated the customer fairly.
- We seek to communicate in a clear and timely manner with our customers and aspire that as a result customers will consider that we had treated them fairly. We will deal with complaints promptly and sympathetically, consistent with our TCF models and principles. We will seek regular customer feedback and will use it to inform and improve our working practices.
Unfair Contract Terms
- Under the Unfair Terms in Consumer Contract Regulations of 1999 all firms should have fair terms in their standard contracts with consumers.
- Terms are regarded as unfair if “contrary to the requirement of good faith, it causes a significant imbalance in the parties' rights and obligations arising under the contract, to the detriment of the consumer.” (source: SI 1999/2083: The Unfair Terms in Consumer Contracts Regulations).
- The terms and conditions of newer policies from Windsor Life have been checked to make sure that they do not contain any unfair terms. There may be terms in older contracts where the wording could be deemed “unfair” under the current regulations, however, in practice, Windsor Life will not apply any such terms in an unfair manner.
- If you have any queries about this or any other aspect of your policy, then please contact us on 0800 073 1777.
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