Standard Life is committed to ensuring that the sales process is of the highest integrity and focused on your needs. To achieve this, we have put in place two important programs to safeguard your interests and to ensure that you are completely satisfied with the product you purchase.
Total Customer Satisfaction Guarantee
Standard Life is pleased to offer its Total Customer Satisfaction Guarantee1. This program applies to all of Standard Life's individual products with the exception of mutual funds and structured settlements annuities.
Standard Life will provide a refund2, at any time during the six months following the date of issue, should a client be dissatisfied with the sales process - where one of the eight principles of our Code of Ethics did not meet with their satisfaction.
Code of Ethics
Standard Life is confident that advisors are already operating at a high standard of ethics. To ensure that these are maintained, we have defined the standards we expect advisors to adhere to.
- Compliance with the code, laws, rules, regulations and company policies & procedures - compliance with all federal and provincial laws and regulations and internal standards governing the sales process.
- Avoiding conflict of interest - conducting their business affairs in a manner that ensures that their private or personal interests do not conflict with the interests of clients, including conflicts that result in personal, financial or other gain.
- Act competently, professionally and with integrity - must deal fairly with their clients and Standard Life. Provide services, advice or information only where they are licensed and competent to do so.
- Needs selling and continuous service - identifying the needs of the client before offering advice and providing continuous attention to these needs.
- Disclosure - providing full and accurate disclosure of all facts required to allow the client to make an informed decision.
- Priority of client's interest - giving priority at all times to the interests of the client when providing advice.
- Confidentiality - holding the personal and business information of clients in the strictest confidence.
- Documentation - providing clients with written copies of any advice given and retaining sufficient information in a client file to demonstrate the appropriateness of a sale.
1 Refer to your contract for full details.
2 Less any withdrawals, surrenders or annuity/RRIF payments made. Some products may be subject to a market value adjustment to reflect interest rate, unit value and index value changes and to Taxation Legislation concerning registered funds.
