Treating customers fairly

We are committed to ensure that everyone throughout our business fully understands and complies with the requirements of Treating Customers Fairly (TCF) and the Financial Conduct Authority’s Principle 6.

The fair treatment of customers is an integral part of our corporate culture and is embedded from the highest level of management through to all employees. We takes pride in the delivery of fair outcomes and the fair treatment of its customers.

Customer journey

We assess our company processes to ensure the fair treatment of customers throughout the customer journey. The Financial Conduct Authority has outlined core consumer outcomes to which we adhere.

We implement strict procedures to ensure that all employees, contractors, agents/consultants are fully aware of and abide by their duties as required under TCF.

Total transparency

To support the evidencing of fair treatment of customers throughout our customer journey, we have invested in real-time activity tracking capabilities providing total transparency and audit capabilities across our activities, whether in the field or through our head office based functions. Our commitment to bringing first-to-market technology solutions into our specialist market enables unprecedented new levels of transparency to drive higher industry standards. 

Ongoing commitment

In order to ensure ongoing compliance, we are committed to:

  • Conduct internal audits;
  • Encourage external audits;
  • Ongoing investment in staff training and development;
  • Monitor and root-cause analyse complaints in respect of TCF issues;
  • Take corrective action;
  • Bring potential or actual TCF errors to the attention of senior personnel for appropriate action; and
  • Implement improvements to all areas of conduct where possible.