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It is the belief of the Directors that we should always listen to our clients needs and then
once we have evaluated their total circumstances we will offer them the advice that is appropriate
to those needs. We are open and honest about fees charged and commissions received and are always
willing to listen to complaints in a fair and reasonable manner. We look to provide our customers
with the best quality service and support, and through impartial advice we will endeavor to
source the most competitive and appropriate mortgage related products for their needs. We are of
the belief that without the customer and repeat business, we have no business. Therefore, we
need to treat every client as if they were our only client. The client always comes first.
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We take our commitment to our customers seriously and will always treat you with fairness and respect.
To show our commitment to this we have published our 'treating customers fairly' charter in order that
we can be fair and honest in our relationship with you.
- We listen to your needs and treat you fairly.
- We will conduct our business with integrity.
- We will conduct our business professionally.
- We will ensure our communications with you are clear, fair and not misleading.
- We will manage any conflicts of interest fairly.
- We will take reasonable care to ensure any advice we give is suitable.
- We will abide by any agreed terms in a contract with you.
- We will comply with the Financial Services Authority rules, relevant laws and codes of practice.
- Take responsibility for the management of your finances.
- Ensure you have sufficient relevant information about the products to be able to make an informed choice.
- Answer our questions honestly when applying for a product.
- Ensure you understand the information given.
- Take responsibility for your own decisions.
- Abide by the terms in any contract made.
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE
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Consumers can be confident that they are dealing with firms where the fair treatment of customers
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 are 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.
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