Treating Customers Fairly

At ALA Insurance we are committed to offering our customers the highest possible standards of service.

In so doing we are pleased to support the Financial Conduct Authority initiative ‘Treating Customers Fairly’.

We recognise that both we and our customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our interactions with you.
Our business was built on putting the customer first and so “Treating Customers Fairly” is embedded in our everyday work practices.

Our commitment to you

We will provide you with clear information about the products and services we offer, including fees and charges. In fact, with ALA, there are no hidden fees.
We will fully understand your individual needs, preferences and circumstances before you purchase a suitable policy
We only suggest policies that we consider suitable for you – and always the most appropriate from the available options.
We encourage you to ask if there is something you do not understand, there is no such thing as a silly question. You can also look at our FAQ page to see if your question is answered there.
We give you access to a formal complaints procedure should you become unhappy with our service

How you can help us

To help us give you the most appropriate advice, we will ask you to:

Tell us as much information as possible about your vehicle – how you purchased it, current mileage, age and where you bought it
Let us know about changes that might affect the validity of your policy
Let us know if there is any aspect of our service, or of a product we have discussed or suggested that you do not understand
Tell us if you think there are ways we can improve our service

Thank you for choosing ALA.