I was delighted to read Charles Earle's reply to a complaint made through you letters page. It is like a breath of fresh air to actually see senior management admitting the mistakes of their company and even better still giving a personal assurance that the circumstances will be investigated.

We are all so used to senior members of management offering feeble excuses when they are shown to be in the wrong and the empty promises that follow never seem to come to fruition. The anomalies of underwriting standards used for different brokers and the supposed level playing field of rates given to brokers and those quoted by direct arms are featured in your pages week after week with management floundering to justify their reasons.

Well done Mr Earle, it is reassuring to see that honesty and integrity still exists in the hierarchy of large insurers.

Ian Bowie
Managing director
Fraser Tennant Group

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