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Treating Customers Fairly Usually referred to as "TCF", this is one of a set of guiding principles introduced by the Financial Services Regulator. All advisers and advising firms are required to "embed" the concept of TCF in their everyday activities with the intention that the Regulator can promote standards of excellence within the financial advice industry, and measure how well individual advisers and firms are performing. Customers expect to get certain things from advisers. Like most consumers, we (because we're customers too) want value for money. We want the best service. Quality of advice. We want to be looked after and told how our investments are performing or when our mortgage is due for review. We want to know who we can talk to if things aren't looking quite the way we expected them to look. And that, in a nutshell, is what TCF is about - measuring and making sure that all of us as customers get those things. So how do we do that? We've invested heavily in specialist technology which secures and improves our client records and management information. We keep up to date records on the business we do with customers and we review the performance of clients' investments, pensions and mortgages with them regularly. We'll ask customers for their views about our work and service with feedback surveys and we'll work to use that information to improve what we do. We'll take advantage of training opportunities to make sure our knowledge and our ability to pass that knowledge to you always improves. If you've a complaint, we'll take it seriously and work with you to resolve it. In other words, TCF is more than just a Customer Satisfaction survey - it's a model way of doing business and one we take seriously because we know it works.
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