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Royal London
Customer Impact

Customer Impact

In March 2006 the Association of British Insurers launched the Customer Impact Scheme; a scheme to drive up customers' experiences of the insurance industry.

Three of our businesses joined the Scheme from commencement - Scottish Life, Bright Grey and Royal London. We resolved to ensure that the needs of our customers continue to be at the core of the way in which we run our business. In 2009 Scottish Provident also joined the Scheme, after it had been acquired by Royal London.

Below you will find reports from each of these businesses showing their results and what initiatives they have put in place to improve their results in future years.

Documents:

2010

Royal London Plus Customer Impact Report 2011 4mb

Scottish Provident Customer Impact Report 0.8mb

Bright Grey Customer Impact Report 2011 3.5mb

Scottish Life Customer Impact report 2010 0.3mb

2009

Bright Grey Customer Impact Report 2009 (510kb)

Royal London Customer Impact Report 2009 (828kb)

Scottish Provident Customer Impact Report 2009 (2.49mb)

Scottish Life Customer Impact Report (220kb)

2008

Royal London Customer Impact Report 2008 (2mb)

Bright Grey Customer Impact Report 2008 (1mb)

Scottish Provident Customer Impact 2008 (1mb)

Scottish Life Customer Impact Report 2008 (184kb)

2007

Royal London Customer Impact Report 2007 (500kb)

Customer Impact Report_2007 (300kb)

Scottish Life Customer Impact Report 2007 (250kb)

2006

Royal London Customer Impact Report 2006 (1mb)

Bright Grey Customer Impact Report 2006 (500kb)

Scottish Life Customer Impact Report 2006 (1.5mb)

For more information on the Customer Impact Scheme please visit http://www.customerimpact.org



The Royal London Mutual Insurance Society Limited. Registered Office: 55 Gracechurch Street, London EC3V 0RL United Kingdom. Registered in England No 99064.

Royal London Group consists of The Royal London Mutual Insurance Society Limited and its subsidiaries. The Royal London Mutual Insurance Society Limited provides life assurance and pensions and is a member of the Association of British Insurers and the Association of Financial Mutuals. Royal London Savings Limited provides the Individual Savings Account. Royal London Unit Trust Managers Limited provides unit trusts. All these companies are authorised and regulated by the Financial Services Authority.

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