Business Ethics.

Business Ethics	Stakeholder Groups impacted by this area	Required Change in Performance 2010 versus 2009	Governance Responsibility	CSR Committee Owner	Progress	Update on Progress
We aim to reduce the number of customer complaints we receive. In 2008 we saw a rate of 0.53% complaints on our 7.8 million customer policies.	Media / SRI Analysts / Employees / Shareholders	Increase Standards	Ethics Committee	Diana Miller (Carolyn Bedwell)	Yes Achieved	Complaints rate of 0.47% of customers policies versus target of < 0.53% of customer book. A 2% increase in customers in 2010 versus 2009 and a overall reduction in the number of complaints means that our customers have fewer complaints about the performance of our products.