At the heart of everything our Company does is a commitment to deliver high quality service and continually look at the ways in which we can improve on the service we provide to ensure that we always treat our customers fairly (TCF). We regard TCF as “best practice” rather than a rule we have to follow and the principles of TCF are already a fundamental part of our business and our approach. The outcomes we aim to achieve are set out below:

Our TCF Approach

  1. Shared commitment to the delivery of a high quality service
  2. TCF is best practice rather than a rule
  3. The principles are fundamental to our business.

Outcome We Aim To Achieve

  1. Provide customers with products and services suitable for their needs
  2. Provide reliable customer focus service
  3. Communicate in a clear, fair and consistent manner
  4. Provide honest, accurate and timely material
  5. Enhance and modernise our service to provide efficiency and quality
  6. Identify failings and put them right
  7. Take into account impact of provider’s services when selecting a provider
  8. Review relevant information to track progress on TCF

What To Do If You Have A Complaint

If you wish to register a complaint, please write to; The Compliance Officer, Julian Harris House, Musgrove, Ashford, Kent, TN23 7UN or telephone 01233 661960.

You may also be able to refer your complaint to the Financial Ombudsman Service. Their contact details are: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone 0800 023 4567. http://www.financial-ombudsman.org.uk