• Pensions
    • Pensions home
    • Pension support
    • Get advice about your pension
    • Planning for retirement
    • Glossary
    • Change to minimum pension age
  • Savings
    • Savings home
    • Understanding my savings policy
    • How to make a claim
    • Policy maturing?
    • Surrendering your policy
    • Get advice about your savings
    • Glossary
  • Protection
    • Protection home
    • How to make a claim
    • Understanding my protection policy
    • Glossary
  • Fund Centre
    • Fund centre home
    • Understanding my funds
    • Understanding fund performance
    • Check my fund prices
    • Check my fund performance
    • Managing my policy
    • Investment checklist
    • Glossary
    • Live fund prices

      Discover a wealth of information about the fund(s) linked to your policy.

    • Former CASLP Clients

      Daily Prices

      Find the latest prices for your pension or investment.

  • With Profits
    • With Profits home
    • What is a with profits policy?
    • Understanding your Countrywide Assured with profits policy
    • Understanding your former Save & Prosper policy
    • How we manage your with profits policy
    • Key documents for your former Save & Prosper with profits policy
    • Key documents for your Countrywide Assured with profits policy
    • Glossary
  • Former Canada Life Customers
    • Canada Life Customers

      Former Canada Life Customers Hub

      Policy details & Key Facts, Rewards & Support Services

    • Canada Life Customers

      Canada Life Contact Form

Articles

  • Home
  • Who are we?
  • Library
  • Fund prices
  • Glossary
  • A a
  • Supporting our customers
  • Contact us
  • Advisers
Canada Life Customers
Former Canada Life Customers
Find out more
Advisers
New dedicated Onshore Bond Hub for Advisers
Find out more
  • Home
  • Customer commitment

Customer commitment

Putting you first

Understanding your point of view is one way of making sure we provide a service that makes sense to you, our customers. We do this by paying attention to your calls and letters and by regularly asking for feedback.

We recognise there are occasions when we don’t get things right first-time, although we aim to address any concerns or complaints painlessly and promptly. Our ambition is to not only consistently achieve the industry service standards but also exceed them.

Meeting our financial commitments to you

Our promise to you includes a commitment to making the most of your money. As our investment track record shows, providing strong and consistent investment performance is a key driver for us because it ensures a rewarding future for you and all our customers. This is only one of our many financial checks. Our financial commitment to you extends to making sure the business is running efficiently and effectively. So you can be confident your money is with a company that has a secure and solid foundation and future.

Communicating clearly

We recognise how easy it is to resort to technical speak and jargon when it comes to communicating about financial products with you. It’s an area we have been working hard to improve.

We are delighted to say our research reveals we are communicating more clearly than ever and providing you with helpful and accurate information, both on and offline. These results tell us that we are meeting our customer commitment, which is to help you make an informed decision about your pension, savings or protection policy.

Listening to customers via research

RONIN, the independent market research company, is currently carrying out a customer survey on our behalf. Some of our customers can expect RONIN to get in touch either by phone or email, which includes a link to an online version of the survey. It should only take up to 8 minutes to complete and we would greatly appreciate your time and support.

What’s the survey about?

We’re keen to understand more about our customers’ experiences of their policy and our service, and to learn more about their circumstances so we can better understand their needs. Taking part in the survey is an opportunity to hear your views and help us further improve our services.

Making your voice heard

Sharing your experiences of dealing with us helps shape how we do things at Countrywide Assured. Your feedback keeps us on track in our efforts to exceed your expectations about our service.

Please give us your feedback - both positive and negative - by email.

Close
Former CASLP Clients

Login to manage your investment

Select one of the following to view and manage your pensions and investments.

  • The Portal

    Supporting your standard or less complex investment requirements, or helping you build a portfolio within tax-efficient wrappers.

  • Platform

    Working for you and your financial adviser to meet your personal circumstances and requirements, especially those with standard or less complex investment requirements. Or to build a portfolio within tax efficient wrappers.

  • Quick Links
  • Pensions
  • Savings
  • Protection
  • Fund centre
  • Fund prices
  • Help and support
  • Contact us
  • Making a complaint
  • Lost touch with us?
  • Scam information
  • Company
  • Customer commitment
  • PPI
  • Legal Information
  • Privacy policy
  • A a
  • Cookie policy
  • Anti-slavery statement
  • Disclaimer
Countrywide Assured plc. Registered in England No. 2261746. Registered Office: 2nd Floor, Building 4, West Strand Business Park, West Strand Road, Preston, Lancashire, PR1 8UY © 2025 Countrywide Assured. All Rights Reserved. Countrywide Assured plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.