We will always treat you fairly. You can expect in all our dealings with you that we will:

• Treat you as we ourselves would expect to be treated.
• Never take advantage of you.
• Be open and honest.
• Quickly put right any mistake that we make.

As a firm regulated by the Financial Conduct Authority, we are supporting the ‘Treating Customers Fairly’ initiative. The TCF principle is that “a firm must pay due regard to the interests of its customers and treat them fairly”.

• We aim to provide you with products that perform, and our associated services are of high standard, if not, of acceptable standard as you would expect. We will also:
• Clearly explain and provide you with our Key Facts about our services we offer, products, and our fees and charges.
• Cleary explain and provide you with our Terms of Business.
• Thorough fact-finding exercise about your circumstances, financial objectives, needs and preferences prior to recommending a mortgage/investment product.
• Where you receive advice, the advice is suitable, affordable and takes account of your circumstances.
• Provide clear information and keep you appropriately informed before, during and after the point of sale.
• If you are unhappy with our service, you will have access to our complaints procedure.

TCF is not just an initiative but integral to the way our firm carries out its day-to-day business and ensures that our customers are treated fairly.