Fair Treatment of Customers Policy

Fair Treatment of Customers Policy

Fair Treatment of Customers and Delivering Good Outcomes for our Customers

We are authorised and regulated by the Financial Conduct Authority (FCA), and we are committed to abiding by their Principles for Business.

We would like to share two of these Principles with you as they are important and about our dealings with our customers. We must ‘pay due regard to the interests of our customers and treat them fairly’ (we refer to this as Treating Customers Fairly) and we must ‘act to deliver good outcomes for retail customers (which we refer to under Consumer Duty).

We will expand on what the FCA’s expectations are of the outcomes that you should receive and how we meet these expectations. You can trust us to always look after your best interests by treating you fairly, conducting our business dealings with integrity, due care, skill, and diligence and providing you with clear, fair, and not misleading information so that you are able
to make an informed decision and achieve the outcome that you want.

Treating Customers Fairly
Under Principle 6, the FCA describe six consumer outcomes that they expect firms to strive to achieve to ensure that Customers are treated fairly. They are:

1. Consumers are confident that they are dealing with firms where the fair treatment
of customers is central to the corporate culture
2. Products and services marketed and sold in the retail marketplace are designed
to meet the needs of identified consumer groups and are targeted accordingly
3. Consumers are provided with clear information and are kept appropriately
informed before, during and after the point of sale
4. Where consumers receive advice, the advice is suitable and takes account of
their needs and circumstances
5. 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
6. Consumers do not face unreasonable post-sale barriers imposed by firms to
change product, switch provider, submit claims or make a complaint

How do we do this?
We will always have customers at the heart of everything that we do. We will not be complacent, and we will look at ways that we can improve our service to you and make sure that our team undergo regular training. You can feel confident in the service that we provide as we will always put you first.

We will only send you information that’s relevant and completely clear and jargon free.
It is important that you properly understand the features of a finance product including the pros and cons and we are here to provide you with the necessary information so that you can make an informed decision. We will also be on hand to answer any queries that you may have throughout your contract.

We do not provide advice, but we will give you all the information that you need.

We will explain fully and clearly all aspects of the product or service that you are interested in so that you know what to expect from the start to the end of your contract.

We want you to be completely satisfied, but if you are not, we encourage you to let us know so that we can do what we can to put things right.

Consumer Duty
We welcomed the Consumer Duty rules on 31 July 2023 which overlays the TCF Principle and describes the requirements under 4 outcomes:

1. Products and services meet the needs, characteristics, and objectives of customers, that the distribution strategy is appropriate for the target market and that they are regularly reviewed to ensure that they continue to meet the needs, characteristics and objectives of the target market.
2. Customers must receive fair value for the outcome that they achieve.
3. Customer understanding is supported by communications which meet the information
needs of the customers, can be understood to equip them to make decisions, are
tailored to the recipient considering characteristics of vulnerability and
communications, are tested, monitored and adapted to support understanding and
good outcomes for customers.
4. Customers must receive support that meets their needs so that they can realise the
benefits of the products and services.

How do we do this?
We are a broker, and we work with the UK’s leading finance providers by acting as a distributor of the products and services that they offer. They have reviewed their portfolio that we distribute and will continue to do so to make sure that they are suitable for the customers that they are aimed at. We, in turn, have undertaken a review considering who our customers are and what they want, and we will continue to do so.

We will always offer fair value because we appreciate you being our customer and we know that you can choose to go elsewhere.

As stated previously, we will make sure that you completely understand the pros and cons of a product or service so that you can make an informed decision and we will let you have this information at a pace and in a format that suits you. We take special care of our customers who have characteristics of vulnerability to make sure that they receive the same outcome as everyone.

We value you as our customer. We will be as easy to get hold of during your contract as we were when you made your initial enquiry.

We will always put your needs first as we want all our customers to be delighted customers.