The Customer Impact Scheme was launched by the Association of British Insurers (ABI) in March 2006 to help improve the experience for customers within the life, pensions and investment industry.

As a member of the scheme, we have made an undertaking to put our customers at the heart of everything we do. This is the second year we have taken part in the Customer Impact Survey that looks at our performance, how we handle complaints, customer service and communications. Last year, we surveyed only customers of Pearl, London Life's sister company, whereas this year we’ve surveyed customers of NPI and London Life as well.

A copy of our latest Customer Impact Survey Annual Report for 2007 is available to download below, along with our report for Pearl from 2006.

More information about the Customer Impact Scheme is available on the ABI Customer Impact website.