Putting Consumer Duty into practice

Consumer Duty is not treated as a one-off obligation or a tick-box exercise. It is embedded into how we operate and how we assess whether our products and services are working as intended for customers in real life.

We actively monitor customer outcomes using a range of information, including customer feedback, complaints, service interactions and claims data. Where this monitoring suggests that customers may not be receiving good outcomes, we take steps to investigate the issue and make improvements. This may include changes to communications, processes, staff training or product features.

Supporting vulnerable customers

We recognise that some customers may be in vulnerable circumstances, either temporarily or permanently and that this may affect their ability to engage with insurance products or services. Vulnerability can arise for many reasons, including health conditions, financial difficulties, major life events or reduced capacity.

Taurus is committed to identifying and supporting vulnerable customers with care, sensitivity and respect. Where a customer discloses a vulnerability, or where we reasonably identify that additional support may be needed, we will take appropriate steps to adjust our approach. This may include allowing extra time, offering clearer explanations, providing alternative communication methods or taking additional care when resolving issues.

Fair treatment and dignity

We are committed to treating all customers fairly and with dignity, regardless of their personal circumstances. Customers will never be disadvantaged for disclosing a vulnerability and information shared with us will be handled sensitively and in line with data protection requirements.

Our staff receive guidance and training to help them recognise vulnerability indicators and respond appropriately, ensuring that support is practical, proportionate and focused on achieving good outcomes.

Learning from feedback and complaints

Customer feedback and complaints play an important role in helping us understand where customers may be experiencing difficulty or harm. Where feedback or complaints indicate that a vulnerable customer may not have received appropriate support, we use this information to improve our processes and reduce the risk of similar issues occurring in the future.

This continuous learning approach helps ensure that our services evolve in line with customers' needs and Consumer Duty expectations.

How customers can get support

Customers are encouraged to contact us if they feel they need additional support or if their circumstances change. You do not need to share details you are uncomfortable providing and any information you do share will be used only to help us support you more effectively.

Contact us

If you would like to discuss additional support, have concerns about your experience, or wish to understand how we apply Consumer Duty in practice, please contact us.