Treating customers fairly

At Pacific, we aim to treat all of our customers fairly. Honesty, openness and transparency are all very important to us, as is keeping our promises.

There are six principles set out by the Financial Services Authority for treating customers fairly that we are striving to embed in our business:

• Conducting business with integrity

Our customers can be confident that treating them fairly is central to our corporate values.

• Conducting business with due skill, care and diligence

We aim to provide services to meet the needs of our customers and only to recommend products that are appropriate for a customer.

• Considering the interests of our customers and treat them fairly

We will provide our customers with clear information and keep them appropriately informed before, during and after a sale, where appropriate.

• Considering the information needs of our customers and communicating information to them in a way that is clear and not misleading

Where customers receive advice, we will ensure that it is suitable and that it takes account of their circumstances.

• Manage conflicts of interests fairly between Pacific and its customers

• Take reasonable care to ensure the suitability of our advice for any customer who is entitled to rely on our judgement