Consumers can be confident that they are dealing with a firm where the fair treatment of customers is central to our corporate culture
- Provide an unbiased service
- Help customers understand our solutions and the products they buy
- Explain the costs of our service and how we are remunerated.
- Compile and monitor management information to ensure our advisers perform as expected
- Keep customer information confidential
- Meet the requirements of the regulator
- Operate a defined complaints procedure
Our services are designed to meet the needs of identified consumer groups and are targeted accordingly.
- Review new products and determine how they fit into the range of products that we will advise upon
- Ensure customers meet the criteria required to secure products so as not to over commit
- Identify specific customers’ needs through focused marketing (e.g. branded websites)
- Ensure our website content is relevant and of interest.
- Customers invariably shop around online markets; meet their needs and exceed expectation
Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale
- Monitor activity to ensure we do not present misleading information
- Provide our customers with clear contact details (email, direct telephone, company address, website)
- Provide customers with documentation to help them understand the products they are purchasing
- Maintain detailed and accessible notes of conversations with client and third parties to assist support staff in the absence of the assigned dedicated adviser
- Clients kept informed of key stages throughout; application received, underwriting decisions, surveys, offers, completion
Where consumers receive advice, the advice is suitable and takes account of their circumstances.
- Employ staff that are qualified in their subject matter
- Maintain and improve staff knowledge
- Make use of third party tools to measure product features and competitiveness
- Understand the needs of our customers
- Discuss trends and indicators to determine finer product selection
- Select products from the whole of market to ensure value for money
Consumers are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard
- Ensure advisers understand the products they advise upon and are aware of new products and features as they enter the market
- Keep it simple, put in writing and explain verbally
- Do not mislead or exaggerate
- Avoid markets that we do not understand
- Deliver what we promise in a timely manner
Consumers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint.
- Never impose barriers linked to our service
- Where barrier exist in products (e.g. early repayment charges) make the customer aware of these before they commit
- Be able to demonstrate why a switch is to the customers advantage (no loss of benefits, reduced costs, better terms)