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Treating Customer Fairly
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 cspecific ustomers 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 knowldege
- 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 exagerate
- Avoid markets 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)
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