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Treating Customers Fairly
We adhere to the code of conduct on treating customers fairly. This covers 6 key principles.
Outcome 1: Customers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
Outcome 2: Our SSAS product and support administration services are marketed and sold, designed to meet the needs of identified consumer groups and are targeted accordingly.
Outcome 3: Customers are provided with clear information and are kept appropriately informed before, during and after the point of engagement.
Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances. No regulated advice is provided, and customers requiring regulated advice are referred to a regulated firm where appropriate.
Outcome 5: Customers are provided with a SSAS where the customers have been recommended at outset to obtain regulated financial advice.
Outcome 6: Customers do not face unreasonable post-sale barriers imposed by us to switch provider, submit a claim or make a complaint.
All staff undergoes face-to-face training to understand the principles of TCF, placing 6 key customers outcomes in the product cycle and the practical application. To ensure that staff understands the practicalities and use of TCF in day-today operations, our training incorporates using actual examples of product development to show how each stage of the product life cycle is considered in our business. This also helps staff to focus on the supporting procedures and processes that underpins day to day dealings with customers. Training is used to support those processes.
We consider TCF central to our corporate culture; this ensures good outcomes for both customer and staff alike fostering a professional, friendly and open business relationship.