Treating customers fairly

Treating Customers Fairly

Consumer outcomes

There are six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers. These remain core to what we expect of firms.

Outcome 1: Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.
Outcome 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.
Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

How We Ensure We Treat Our Customers Fairly

1: Ensure our customers understand from the beginning what products we offer and any associated risks that would come with these products
2: Maintain clarity and transparency with our customers at all times
3: Providing clear and transparent information in regards to any fees that we charge
4: Providing you with and Initial Disclosure Document and a copy of our Complaints Procedure
5: Ensuring we keep you informed throughout the entire process, from initial enquiry, finance proposal, order, delivery, and thereafter
6: Constantly ensuring our systems and websites are up to date so our customers get up to date and relevant information at all times