Treating Customers
Fairly
We are committed to giving you
excellent customer service and treating you fairly. We are fully
committed to providing the highest standards of client service and
advice and we never forget that you have a choice of supplier and are
grateful that you've chosen us.
Treating Customers
Fairly (TCF) is a key principle set by the financial regulator
the Financial Conduct Authority (FCA) to ensure that customers are
treated fairly.
We adhere to the FCA's guiding
principles on how to engage with customers, these govern how we
communicate with our customers, the level of service we provide and the
fairness of our products, services and
procedures.
How We Ensure Fair Treatment
Of Customers
- Consumers can be
confident that they are dealing with firms where the fair treatment
of customers is central to the corporate
culture.
- Products and services marketed and sold in
the retail market are designed to meet the needs of identified consumer
groups and are targeted accordingly.
- Consumers are
provided with clear information and are kept appropriately informed
before, during and after the point of sale.
- Where
consumers receive advice, the advice is suitable and takes account of
their circumstances.
- Consumers are provided with
products that perform as firms have led them to expect, and the
associated service is of an acceptable standard and as they have been
led to expect.
- Consumers do not face unreasonable
post-sale barriers imposed by firms to change product, switch provider,
submit a claim or make a
complaint.
How We Achieve
This
- We continually aim to
understand the needs of our clients
- We ensure that
the marketing of our products is appropriately targeted, clear, not
misleading and highlights the risks/conditions as well as the key
features/benefits of a product.
- We make certain our
clients understand the risks associated with our services at the outset
of an instruction.
- We keep our clients fully
informed in a clear and fair manner that is unambiguous and not
misleading.
- We ensure our services are delivered
with clarity and transparency and do not contain hidden conditions or
rely on complex technical definitions.
- Any advice
provided will be appropriate and take into account the customer's
individual needs and circumstances.
- We take our
clients' privacy seriously and ensure that our staff are aware of and
follow rules in relation to data protection to ensure that clients'
details are kept secure and confidential.
- We take
any complaint seriously and will deal with any complaints promptly and
make improvements to our operations where
required.