Treating Customers Fairly

 

Finance4U Group are committed to treating customers and clients fairly.

 

 Our Treating Customers Fairly (TCF) framework is developed around the core six outcomes set by the Financial Conduct Authority (FCA). By placing our clients at the centre of our business, we ensure that fair outcomes are achieved. Staff at all levels of  Finance4U Group are trained with the six outcomes in mind and Finance4 U Group promotes this culture throughout our organisation, using a ‘message from the top’ approach to set the right standards from the outset. FCA’s Six TCF Outcomes The TCF outcomes are derived from their key Principles of Business.

 

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.

 

Vunerable Customers

Finance4U Group recognises the need to identify and look after vunerable customers.

 

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

 

The FCA expects firms like ourselves to treat all our customers fairly and when dealing with people with vulnerable circumstances to take account of such vulnerability to ensure that the way that we sell and provide our services does not cause them detriment.

 

Our staff are trained to identify vulnerable customers and to provide the additional level of assistance they may require in order to achieve a good outcome. However, it is not always easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a vulnerable customer, please read this statement and notify us as soon as possible of your particular needs. You are encouraged to do this when you first make contact with us.

 

As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:

 

Immediately make a record of this and ensure we adhere to this policy

 

Provide additional opportunities for you to ask questions about the information we have provided

 

Continuously seek confirmation that you have understood the information that has been provided

 

Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time

 

Offer you the opportunity to complete the transaction after a period of further consideration

 

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.