📋 INTERNAL POLICY — PM-TCF-001
Treating Customers Fairly Statement
Promise TCF Statement
Document Reference: PM-TCF-001 Version: v1.4 Owner: Compliance Team — Promise Money Next Review Date: [To be confirmed]
PROMISE TCF STATEMENT
WHAT TCF MEANS TO OUR BUSINESS
We are committed to ensuring our customers are treated fairly and that all members of staff understand what TCF means to our business.
| TCF Outcome 1 – CONFIDENT CONSUMERS: |
|---|
| We keep the customer at the heart of all we do All staff are aware of TCF and what it means to our business We review our processes and procedures We carry out compliance monitoring We collate and review management information When we identify any issues we change and improve our processes We ask our customers for feedback |
| TCF Outcome 2 – PRODUCTS AND SERVICES: |
| Our financial promotions are properly targeted We know our customers and can segment them for marketing purposes We track new business based on our marketing |
| TCF Outcome 3 – CLEAR INFORMATION: |
| All communications are written in plain English We respond in a timely manner to queries We carry out file reviews to ensure our sales process has been followed Our advisers have their skills and knowledge assessed We ask our customers for feedback on our service |
| TCF Outcome 4 – ADVICE IS SUITABLE: |
| We fact find our customers We establish what their objectives are We carry out research on provider, product, funds and suitability We carry out file reviews to check suitability of advice We review and action any points required as a result of file reviews carried out We ask our customers for feedback |
| TCF Outcome 5 – MEETING CLIENT EXPECTATIONS: |
| We deliver on the agreed service with customers We ensure products meet the customers requirements We ensure the Provider meets expected service standards We ask our customers for feedback We have a complaints process We take action on any matters raised as a result of a complaint |
| TCF Outcome 6 – NO UNREASONABLE BARRIERS: |
| We deal with any customer who wants to change products or switch We deal with any customer who wants to claim or make a complaint We ensure no unreasonable penalties are applied when a customer requests action We ask for feedback post sales |