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Accepted Mobile aims to put all customers at very heart of all that we do, and as such are fully committed to providing the highest standards of client service and advice.
Our Treating Customers Fairly (TCF) policy is centered around consistently delivering fair outcomes to our customers and take responsibility for the business and staff (at all levels) providing an enhanced service to all customers based on a culture of openness and transparency.
1. What is TCF?
Treating customers fairly (‘TCF’) is vital to the operation of our service and, as part of best practice, compliance with regulatory requirements.
The following six consumer outcomes help us to understand what TCF means for our customers
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.
Our business is committed to treating all customers fairly and to providing a transparent, flexible and customer centric service. We have shaped our business by actively listening to our customers’ needs, understanding what is important to them, and delivering high quality service which meets their expectations throughout their relationship with us.
Transparency in dealings with our customers throughout our relationship is vital. We must ensure that information and documentation given to customers is compliant with relevant legislation and is not misleading. This includes everything from advertising, marketing materials and our websites, to pre- and post-contract information. This applies to both potential future customers and existing or past customers.
Customers should not be targeted with products that are clearly unsuitable for them or their needs and should not be subjected to high-pressure selling or aggressive behavior. All marketing materials should be clear and should not contain any information, which is misleading.
Throughout the course of their subscription agreement with us, the customer should be kept informed of the status of their account. Customers will be promptly notified of any missed payments. We will always encourage customers to contact us if they foresee or are experiencing any difficulties with payment. If, as a last resort, we believe it is necessary to take enforcement action, the customer will be given clear and proper notice of our intentions to do so.
3. Policy Drafting and Maintenance
The company will at all times ensure that its policies and procedures reflect its commitment to treating customers fairly. Specifically, clear and up-to-date policies and/or procedures will be maintained and enforced in respect of:
Procedures and guidelines must be in place to clearly set out the process by which affordability is assessed for both new and returning customers. The processes must ensure that the customer can afford the repayments over the term of the product.
Customers who experience payment difficulties should be treated with respect and care. Wherever possible, we will work with the customer to find an affordable and sustainable way for the customer to repay arrears. A diagnostic approach will be taken when dealing with customers in arrears, with an emphasis on identifying the cause of the arrears and exercising forbearance appropriate and proportionate to that cause.
Procedures must be followed which assist staff in identifying vulnerable customers and instruct them on how to ensure those customers are treated with care. This should include policies regarding customers with physical or mental disabilities or illness and customers who are experiencing financial difficulties.
Staff must, on request, provide a copy of the procedure for customers to understand the process. Procedures must be in place to ensure that complaints are properly identified and are handled promptly, impartially, and fairly. Clear and up-to-date records must be maintained of complaints received and root cause analysis regularly conducted to identify patterns or areas of improvement.
4. Staff Monitoring and Incentives
Staff shall be properly informed and trained on all company policies and procedures and a TCF culture of will be nurtured at all staff levels. We will encourage, remunerate, and incentivise our employees accordingly, so that the highest standards of customer service are achieved. Compliance with the company’s expected standards will be regularly monitored, recorded, and reported to senior management. Any breaches of policy or gaps in knowledge or training will be dealt with promptly and supervisors and managers will be held accountable for the performance of their staff against TCF policies.