Putting Customers First

At A J Life, we are committed to delivering outcomes that put our clients’ interests at the heart of everything we do. The FCA’s Consumer Duty builds on the principles of Treating Customers Fairly, aiming to ensure that consumers consistently receive good outcomes from financial products and services.

We take our responsibilities seriously and are committed to embedding a culture across our firm where fair treatment of customers is central. Our senior management ensures that all staff act in the best interests of our clients and consistently deliver positive outcomes.

We focus on the following key principles:

• A customer-first culture: You can be confident that the fair treatment of clients is embedded in our culture and approach.
• Products and services designed for your needs: We only offer products and services that are appropriate for the clients they are intended to serve.
• Clear and timely information: We provide transparent, easy-to-understand information before, during, and after any advice or service.
• Suitable advice: Any advice we give is tailored to your individual circumstances and objectives.
• Products and services performing as expected: Our recommendations and the services we provide meet the standards we set and what we communicate to you.
• No unreasonable barriers: We make it straightforward for clients to switch products, change providers, make claims, or submit complaints without unnecessary obstacles.

At A J Life, our commitment to the Consumer Duty reflects our ongoing promise: to act in your best interests, provide clear guidance, and ensure that every client receives a fair, transparent, and positive experience.

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Complaints Procedure

Please contact us in the first instance if for any reason you feel dissatisfied with any aspect of our service.

We will do everything we can to address your complaint and attempt to put things right as quickly as possible.

We will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. We aim to provide you with a full written response within 8 weeks and endeavour to keep you regularly updated with the progress of the complaint.

If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to the Financial Ombudsman Service.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The Financial Ombudsman Services can be contacted by calling 0800 023 4567
or e-mailing complaint.info@financial-ombudsman.org.uk