How we are aligned to the FCA’s “Treating Customers Fairly” main principles

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TCF stands for Treating Customers Fairly and remains central to the regulators expectations of firms’ conduct, that firms put the well-being of customers at the heart of how they run their businesses.

There are 6 consumer outcomes that the Financial Conduct Authority want TCF to achieve for customers. These are:

  • Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  • Outcome 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.
  • Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Outcome 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.
  • Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

How we are aligned to the FCA’s 6 main principles

Alexander Groom Associates (AGA Mortgages) are committed to ensuring that the FCA principle of treating customers fairly (TCF) is applied to every aspect of our day to day business.

TCF is at the heart of everything we do. We pride ourselves on the following below guidelines when dealing with all clients.

  • We offer a professional, transparent and efficient service.
  • We evaluate each client’s individual set of circumstances and advise them on the most suitable product(s)/solution accordingly.
  • We will only make a recommendation to change your mortgage and / or insurances if it will be beneficial and we have specialised tools in place to demonstrate this.
  • We represent our clients to lenders and insurance providers in an accurate, timely and compliant way.
  • We intimately understand the needs of both the borrower and lender to ensure that the best outcome is reached for all parties.
  • We provide clear information before, during and after the point of sale and keep an open dialogue with clients to ensure they fully understand the product they are buying and the next steps.
  • We look to respond to queries and requests made by mortgage lenders and insurance companies in a timely manner as our goal is to ensure our client’s gets their mortgage offer in an acceptable timeframe whilst ensuring any associated insurances are ready prior to mortgage completion.
  • We keep abreast of the product and industry developments to ensure we are able to offer our clients expert advice from qualified and knowledgeable staff.
  • We keep detailed records of every business transaction.
  • We encourage after sales contact with our clients to improve upon the service we offer and keep details of their feedback.
  • We ensure any queries or complaints are dealt with in a fair, expert and prompt manner.
  • We ensure that all staff understand the principles of TCF and follow them and work in the same spirit as the founder of Alexander Groom Associates. They follow a clear set of procedures when processing a client’s mortgage and insurance application whilst following strict rules to maintain the privacy and integrity of our clients.