Treating Customers Fairly
The Treating Customers Fairly (TCF) initiative is one of a number of our regulator, the Financial Conduct Authority’s (FCA), priorities to help consumers achieve a fair deal and restore confidence in the financial services industry. What TCF means in practice and how to achieve it is a decision that each firm must make, taking into account the specific nature of their own business.
As a small firm all of our staff, including the Directors, deal with our clients at some point during the advice process. We believe that treating customers fairly and meeting their expectations is not the exclusive responsibility of any one person but of all the individuals involved with a client working as a team. We have always strived to ensure our systems and procedures allow us to provide the highest levels of service to our clients and we are continually looking at ways to improve those processes to the benefit of the client.
In 2009 the FSA (now FCA) conducted an assessment of our approach to TCF. They concluded that we were demonstrating that clients can be confident they are dealing with a firm where the fair treatment of customers is central to its culture.
We continue to work with TCF in mind to ensure our clients are always treated fairly.