Treating Customers Fairly

In ensuring that this philosophy is followed CSMA Club will meet the following principles:

• The interests of members and maintaining high levels of services and products to satisfy their needs is the first priority in the decision making process and the development of CSMA Club’s strategy.
• Product and service design – whether delivered directly or through Partners - should aim to provide added value solutions to members’ needs.
• CSMA Club is committed to ensuring our own and our Partners’ advertising reflects our values, is open and honest, and is always clear, fair and not misleading
• CSMA Club will ensure members’ information needs are attended to promptly and satisfactorily.
• CSMA Club will ensure that oral and written communication is clear, simple and complete.
• The customer service cycle of CSMA Club continues for as long as an individual remains a member of CSMA Club.
• CSMA Club will ensure that members can easily deal with us or our Partners (where appropriate) for example, if they wish to change product, make a complaint, or make a claim.
• Complaints will be assessed and responded to within 5 working days.
• All individuals contributing to the business activity should have a proven record of professionalism and competency in their area of expertise.
• CSMA Club is committed to the ongoing training and development of its employees, in addition to monitoring how individual skills contribute to the realisation of the objectives of the Club.
• CSMA Club will ensure that the preceding principles are incorporated into the working practice of all areas of the business, to ensure the service tendered to its members promotes the ethos of Treating Customers Fairly.