At LV= Broker, we always try and assist our customers to the best of our ability. Every. Single. Time.
All firms must be able to show consistently that fair treatment of customers is at the heart of their business model. TCF, or 'Treating Customers Fairly' to give it its proper title, is principle 6 of the FCA's eleven high level principles for business. This principle requires firms it regulates to 'treat their customers fairly and pay due regard to their needs'.
LV= Broker's TCF Values
At LV= Broker we always try to assist our customers to the best of our ability, whether settling claims or addressing policy enquiries.
We always ensure that our customers receive their proper policy entitlement, and on those occasions when we are unable to assist our customers, we always make sure they understand the reasons why not. If we make a mistake, we will always endeavour to rectify those mistakes at the earliest opportunity, and always provide proper redress where we have caused our customers financial loss or undue distress and inconvenience.
Finally, we want to know what our customers think of our service and encourage feedback from them, making it easy to complain to us and always look to put right not only the individual case, but also seek to rectify the source of the complaint. In following these 'TCF' values, we consider that we treat our customers fairly, and a satisfied customer is one that is more likely to want to stay with us.
What is TCF?
There are six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers.
- Outcome 1: Consumers can be confident 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.