AX Group commits to Consumer Duty – calls on others to follow

AX Group has committed to operating in accordance with the principles of the Financial Conduct Authority’s Consumer Duty throughout its operations. AX has called for more businesses in the claims sector to follow suit by adopting the framework which came into force in 2023.

Benefitting customers and its commercial partners including insurers, brokers and fleets, the accident aftercare and fleet incident management specialist has embraced the standards set out within Consumer Duty which are designed to ensure consistent, high quality, value for money service with excellent customer outcomes.

AX Group commits to Consumer Duty

AX Group includes the brands AX, AX Automotive and Motor Assist, through which its core credit hire, accident management, credit repair and fleet incident management solutions are delivered. The group’s commitment to Consumer Duty will enable its commercial partners – who are subject to the Consumer Duty – to seamlessly procure outsourced services from the Group.

The Consumer Duty is designed to deliver high service standards, including setting clear expectations for firms’ cultures and behaviours and delivering good outcomes for consumers. It also requires businesses to ensure the quality and governance of products and services is appropriate, along with offering good value and sufficient customer support.

Scott Hamilton-Cooper, chief commercial officer at AX, said:

“We’ve made this commitment to further cement many of our existing guiding principles. We recognise that while much of our operational activities do not come under the jurisdiction of the Financial Conduct Authority (and therefore the Consumer Duty), some of our commercial partners are subject to the rules which came into force in July last year.

“As well as being highly focused on meeting end-user expectations, this step will give additional confidence to our commercial partners that we are ready and able to help them to deliver the quality of service they and their customers require. This bold move should inspire other businesses to adopt Consumer Duty principles regardless of their regulatory status.

“The Group has reviewed its products and services using the Consumer Duty guidance as a clear benchmark. We have also considered the role of sub-contractors and suppliers in our customer solutions and will strive to ensure they meet our high standards when dealing with any customers.”