Treating Customers Fairly
Our Objectives Statement
The Partners of Hallidays Independent Mortgage consultants are committed to ensuring that the FSA principle of Treating Customers Fairly (TCF) is applied in all areas of our day to day business activities.
In adopting the TCF principle we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:-
- protect the interests of our customers at each stage of the mortgage advice process.
- meet as best we can the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement.
In practical terms for the different areas of our business this means:-
- ensuring that promotional material is clear, compliant, jargon free and appropriately targeted.
- ensuring that our mortgage advisors have thorough training on all the mortgage products they advise on, understand who they are and aren’t suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features.
- encourage our administration team members to implement TCF in their day to day business activities.
- keeping detailed records of customer instructions and profile together with the advice and options given before, during and after a mortgage recommendation – to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly.
- encouraging after sales contact with clients where appropriate to correct or improve on the service already offered.
- ensuring customer complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules.
- encouraging staff to recommend improvements to service following any customer complaints – and monitoring the outcome.
- ensuring that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to our customers.
- offering regular training in the principle of TCF at all levels of the business.
- regularly monitoring and reporting on all of the above TCF activities as part of the firm’s monthly statistics/management information in order to assess TCF performance across the business and recommend changes where appropriate.
- ensuring that TCF values, which are set and communicated by the firm’s partners, are supported by all staff and understood in the same way.
In summary our TCF Mission Statement is:-
“To give our customers the confidence and peace of mind, that they have, and will continue to receive, the most appropriate, unbiased Independent Mortgage Advice in relation to their specific circumstances”.
