We firmly believe in the principle of Treating Customers Fairly (TCF) and more importantly, putting it into practice and placing customers at the forefront of everything we do.
We have previously and will continue to implement processes which endeavour to meet the FSA Consumer Outcomes listed below
1. Consumers can be 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 market” 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 circumstances.
5. Consumers are provided with products that perform as firms have led them to expect, and the associated service is both 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 a claim or make a complaint.
We will of course be pleased to receive any comments you may have on our approach to TCF or how you believe we are living up to it.