OUR APPROACH TO TREATING CUSTOMERS FAIRLY

 

We are committed to ensuring our customers are treated fairly and that all staff understand what "Treating Customers Fairly" means to our business.

 

CONFIDENT CONSUMERS

  • We keep the customer at the heart of all we do
  • All staff are aware of TCF and what it means to our business
  • We review our processes and procedures
  • We carry out compliance monitoring
  • We collate and review management information
  • When we identify issues we change and improve our processes
  • We ask our customers for feedback

PRODUCTS AND SERVICES

  • Our financial promotions are properly targeted
  • We know our customers and can segment them for marketing purposes
  • We track new business based on our marketing

CLEAR INFORMATION

  • All communications are written in plain English
  • We respond in a timely manner to queries
  • We carry out file reviews to ensure our sales process has been followed
  • We carry out client reviews
  • Our advisers have their skills and knowledge assessed
  • We ask our customers for feedback on our service

SUITABLE ADVICE

  • We fact find our customers
  • We establish customer objectives
  • We carry out research on providers, products, funds and suitability
  • We carry out file reviews to check suitability of advice
  • We review and action any points required as a result of file reviews that have been carried out
  • We ask our customers for feedback
  • We offer annual client reviews to ensure the ongoing suitability of our advice

MEETING CLIENT EXPECTATIONS

  • We deliver on agreed service with customers
  • We ensure products meet the customers requirements
  • We ensure the Providers meet expected service standards
  • We ask our customers for feedback
  • We have a complaints process
  • We will take action on any matters raised as a result of a complaint

NO UNREASOBALE BARRIERS

  • We deal with any customer who wants to change products or switch
  • We deal with any customer who wants to claim or complain
  • We ensure no unreasonable penalties are applied when a customer wants specific action taken or changes made to their plan

Free Consultation

You can have a free initial consultation. There's no fee, no catch and no obligation on your part. 

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