Maintaining compliance with trading standards requirements plays an important part in delivering high levels of customer service.
The Business Standards Department was formed in December 2004 in anticipation of the company's regulation by the Financial Services Authority (FSA) in respect of the sale of insurance products. The FSA require high standards in areas such as staff knowledge, competence and business integrity and they have detailed reporting requirements which fall within the remit of the department.
The department is also responsible for dealing with the Group's day to day contact with regulators such as Trading Standards, the ASA and the Information Commissioner. As well as responding to enquiries, an integral part of the work involves the Building Bridges programme which is designed to ensure the development of better links with the authorities and improved understanding on both sides.
The department also has a brief to ensure that the company's systems, procedures and training ensure adequate levels of compliance with all relevant regulatory issues. As part of its philosophy it has adopted the company's best practice policies and integrates those principles into its daily work.