To us, a customer represents a long-term, hopefully lifelong, relationship. So making sure we treat them fairly isn’t just our responsibility, it’s fundamental to our business strategy and a central theme of our company manifesto.
We ensure that that our people are given specific training in Treating Customers Fairly (TCF) so that it remains central to our corporate culture.
Our approach is to treat customers fairly the whole time they’re with us. When they first apply, we give them as much information as possible, making sure they understand all about the product.
We also continually review and re-look at our products.
We look at the customer’s broader, long-term financial circumstances and may offer temporary, more affordable, payment terms to help them get back on track.
We’re continuously improving our ways to protect customers from identity theft and ensure payment instructions are genuine. We also have processes to check the identity of customers and a number of tools to ensure transactions are legitimate.
Robust systems are in place, along with regular training to develop our employees’ understanding of financial crime risks.
Whether things are going well for our customers or not, we want to be here for them. To support this, all of our customer service people are based in the UK. Customers have phone access to our call centres, if they want to discuss their account.
If a customer has a complaint, we take it very seriously. We’ve a well-defined complaints procedure, which makes sure we give a prompt, thorough response.