Treating Customers Fairly (TCF) Policy

INTRODUCTION

The "Treating Customers Fairly" (TCF) initiative is an important focus of The Financial Conduct Authority (FCA), and requires firms to pay due regard to the interests of its clients and treat them fairly. We are fully committed to TCF and this Policy outlines how we aim to apply our TCF responsibilities.

The FCA's six core consumer outcomes are:

  • Consumers can be confident they are dealing with firms where TCF is central to the corporate culture.
  • Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and targeted accordingly.
  • Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Consumers are provided with products that perform as firms have led them to expect and the associated service is both of an acceptable standard and as they have been led to expect.
  • Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.


Our approach and aims:

The TCF outcomes have been firmly embedded in to all aspects of our business, not just our regulated activity of credit broking. We will ensure that all of our actions are guided by the TCF outcomes. We recognise that our employees are critical to delivering a positive experience and ensuring that all of our customers are treated fairly. Our culture & values aim to encourage and support our employees to deliver this.

To ensure we are consistently meeting the principles of treating our customers fairly, Phoenix Financial Consultants Ltd commits to the following:

  • We will act with integrity in everything we do and put our customers at the heart of our business.
  • Customers will be provided with clear information and kept appropriately updated so that they are able to make an informed decision.
  • If we give advice to our customers, the advice will be suitable and take account of their individual circumstances.
  • Together with our business partners, our level of service and product performance will meet the expectations of our customers as far as is reasonably possible.
  • We will ensure that there is no barrier for customers to express their requests, concerns or complaints, and will always be responsive to them.
  • Where neccessary, we will use any such feedback to make appropriate business changes to ensure we are providing the best possible service to our customers.
  • Our management team will take responsibility for ensuring that the principles of TCF are firmly embedded in their business areas.
  • Our Compliance team will monitor and assess our ongoing compliance with the principles of TCF and help to ensure any changes are made where gaps are identified.


Date: 22-09-2024: Ver 2