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TCF Policy

Treating Customers Fairly

Treating Customers Fairly is a core principle of our company and the way we conduct our business. 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.

 

These are the key factors which determine our policy of Treating 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 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.

WHAT HAPPENS IF YOU HAVE A COMPLAINT?

If you are unhappy with the service you have received or a product we have arranged on your behalf, a copy of our complaints procedure, which sets out how we will handle your complaint, is available upon request.

If you would like to make a complaint please contact us either in writing to:

Complaints Department, RBS Associates, Regency House, Mere Park, Dedmere Road, Marlow, Bucks, SL7 1FJ; or by e-mail: ifa@rbsassociates.co.uk; or by telephone: 01628 487755.

If we cannot settle your complaint or you are unhappy with our response, you may be entitled to refer it to the Financial Ombudsman Service (FOS). If you require further information about the Financial Ombudsman Service you can contact them directly:

Tel: 0800 0234567
Website: www.financial-ombudsman.org.uk

 

FEEDBACK

Your feedback is important to us. We want to know whether your experience of us lives up to your expectations.

If you have any feedback, good or bad, let us know, because your views are vital to helping us improve our service to you in the future.

To send us your feedback, please click on the 'contact us' button and send us your thoughts.



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