How We Seek To Treat Our Customers Fairly

updated: January 22, 2010

Throughout our history the fair treatment of customers has been central to our corporate culture.  We have been based in the same large village of Cranleigh in Surrey for 20 years, developing close links with a large number of customers, employees and former employees.

Customers can be confident that they are dealing with a company which has a family at its heart, a family which has put the interests of the company’s customers at the centre of its business for two decades.

The FSA has laid down six ‘Consumer Outcomes’ which should follow as a result of a financial services firm treating its customers fairly:

(1) Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture;

(2) Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly;

(3) Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale;

(4) Where consumers receive advice, the advice is suitable and takes account of their circumstances;

(5) 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;

(6) Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

To obtain further information please click here for our pdf Guide to Treating Customers Fairly.