Treating Customers Fairly

As a mutual organisation, run for the benefit of our members, our commitment to the Financial Services Authority ‘Treating Customers Fairly’ (TCF) initiative is an integral part of our day to day operations and corporate strategy.

In adopting the 6 principles of TCF we ensure that all our customers

    • Receive fair treatment;
    • Have products and services that are designed and marketed to meet their needs;
    • Receive clear information and are kept appropriately informed before, during and after the point of sale;
    • Where given advice, the advice is suitable and takes into account their circumstances;
    • Receive the product performance they have been led to expect, and that service is of an excellent standard;
    • Do not face unreasonable post-sale barriers when changing products, switching provider, submitting a claim or making a complaint.

Treating Customers Fairly

In order to make sure that the principles of TCF are carried throughout our business we have set up a Treating Customers Fairly committee.  This committee ensures that all staff have received appropriate training on TCF in order to provide customers with the service they expect and deserve.