Treating Customers Fairly

TCF Objectives Statement

London Mortgage Advice is committed to ensuring that the FSA principle of treating customers fairly (TCF) is applied in all areas of our day to day business activities.
In adopting the TCF principle we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:
 protect the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service
 meet as best we can the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement
In practical terms for the different areas of our business this means:
 ensuring that promotional material is clear, compliant, jargon free and appropriately targeted
 ensuring that we have thorough knowledge on all products we advise on or sell, understand who they are and aren’t suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features
 operating sales remuneration systems which assure fairness to the customer as well as customer satisfaction, rather than only rewarding sales volumes
 keeping detailed records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale – to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly
 encouraging after sales contact with clients where appropriate to correct or improve on the service already offered
 ensuring that customer complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules
 improving to service following customer complaints – and monitoring the outcome
 ensuring that we are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers
 keeping abreast of new developments in the principle of TCF
 regularly monitoring and reporting on all of the above TCF activities as part of the company’s monthly statistics/MI, in order to assess TCF performance across the business and recommend changes where appropriate


If you are dissatisfied with our service.


If you are dissatisfied with any aspect of our service that we provide, please write to us at the following address:

407-409 Holloway Road, London N7 6HP

Or call us on:

0207697 1911

Or email us at:

david@londonmortgageadvice.co.uk

We subscribe to the Financial Ombudsman Service

Issue date 18 September 2008