Our Services : Treating Customers Fairly

Treating Customers Fairly

Treating customers fairly (TCF) is central to the delivery of The Financial Conduct Authority (FCA) retail regulatory agenda, which aims to ensure an efficient and effective market and thereby help consumers achieve a fair deal.

Firms must be able to demonstrate that they are consistently delivering fair outcomes to consumers and that senior management are taking responsibility for ensuring that the firm and staff at all levels deliver the consumer outcomes relevant to their business through establishing an appropriate culture. We are constantly striving to improve our service and develop new and innovative ways to communicate our services and new product information to you.

Central to our Treating Customers Fairly ethos is our commitment to providing clear and concise information, free of “jargon” and written in plain English.

International Private Finance fully supports the Financial Conduct Authority TCF initiative and believes it satisfies the six consumer outcomes which are summarised below:

  • You 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 individual needs of of our clients.
  • You are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Where we offer advice to our clients, the advice is suitable and takes account of your personal circumstances.
  • You are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard and as you have been led to expect.
  • You do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint.
  • We will ensure that any complaints or grievances are handled in a sympathetic, positive and professional manner.

Here is a link to our TCF Policy

What do I do if I have a complaint?

A summary of our procedures for handling complaints is available on request. If we are unable to settle your complaint to your satisfaction, you may be entitled to refer it to the Financial Ombudsman Service, given that any complaints are dealt with centrally.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers.

Information on the Financial Ombudsman Service can be found at their website : www.financial-ombudsman.org.uk

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