At ALPS, we are committed to providing quality products and services for all our policyholders.
We operate in a transparent and responsible way and endeavour to build trust and respect in our insurance provision and aim to ensure that everyone is provided with good product and service choices that deliver good outcomes for all our policyholders. Ultimately, we want you to make good buying decisions through our insurance brokers and have a positive experience if you have direct dealings with ALPS or our associates.
Identifying clients in vulnerable circumstances
Although you might not see yourself as vulnerable there are lots of different reasons why you might benefit from a little extra help, and we’d like to be able to offer it to you when needed. From a permanent disability, mental illness or learning issues to temporary domestic issues or a difficult or challenging change in circumstances that makes dealing with us unusually difficult for you we will endeavour to help or signpost you to other support whenever possible.
Looking after our clients
Whilst in most cases our contact with you will be via your broker there may be occasions when you need to contact our customer support team directly. Our personnel receive training on how to assist vulnerable and disabled clients but we are constantly looking for ways to improve our service so if there is a way of doing this to support you we welcome your observations which please send to support@alpsltd.co.uk
Accessibility Issues
If your vulnerability or disability means that you will experience accessibility issues in respect of our communications and interactions with you using our standard formats, please let us know how and we will endeavour to accommodate you and remove any barriers to ensure that our services are easily accessible to you.
For example, you may have dyslexia and find it difficult to read from the white paper your documents are printed on. Ask us about having information printed on a different coloured paper or if you are visually impaired, we can provide written information in large print.
There are all sorts of ways we can help so please let us know about your circumstances.
How we record your information
ALPS will only record information about your vulnerability or disability when it is relevant to the service or assistance that we provide to you. Further details about the information that we store can be found in our Privacy Policy.
