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Treating Customers Fairly Policy

At equityCare we are constantly striving to offer the highest level of customer service possible through committed and skilled professionals.

Treating Customers Fairly (TCF) is an initiative that seeks the fair treatment of customers throughout the sales process. TCF is at the forefront of everything we do to ensure we put your demands, needs and requirements first.

TCF seeks to create a 'customer-centred' culture within individual businesses, and the industry as a whole, and this is certainly the case within equityCare. The TCF initiative is governed and driven by our regulator, the Financial Services Authority (FSA).

equityCare's TCF policy aims to:

• Help customers fully understand the features, benefits, risks and costs of the financial products on offer.
• Ensure the sale of suitable products through appropriate advice which fully takes into account the individual's needs and circumstances.
• Ensure that advertisements are appropriate, easy to understand and deliver on their promise.
• Ensure customers receive clear information and are kept suitably informed before, during and after the point of sale.
• Ensure that customers do not face unreasonable barriers whenever they want to raise a concern.

What does TCF mean for equityCare's clients? It provides you with:

• Confidence that you are dealing with a firm where the fair treatment of customers is central to the way we operate.
• Products and services that are designed to meet your needs.
• Clear information at all times.
• Products and services that deliver what we have led you to expect.
• A simple, fair and straightforward complaints process, where the need arises.

Key Benefits of TCF for equityCare's clients:

• Enhanced customer service.
• Enhanced service satisfaction.
• Improved confidence and security.
• Every individual within equityCare has a responsibility for the delivery of this enhanced customer service.