Customers remain at the heart of what we do at Pearl. Providing a fair and helpful service is key to us. We understand that complaints will happen, we aim to rectify them quickly to our customers' satisfaction.

While we have the opportunity to learn from complaints we also proactively research what matters to our customers. This allows us to focus on improving the areas that matter most. During the last year we have been concentrating on:

• Implementing a major systems transformation programme which aims to remove many of our old legacy administration platforms and replace them with one. By the end of next year we aim to have the majority of our customers on this new platform, benefiting from an improved service.
• Making more use of the telephone to address customer complaints and concerns. This allows us to better understand any issues our customers are facing and ensure that our actions are satisfactory to our customers.
• Speeding up claims payments. This process can involve paperwork which tends to delay speed of payment. We’ve been working on making that process simpler and faster, from the request to make a payment to funds being released.
• Simplifying letters to customers to strengthen our written communications.