Treating Customers Fairly (TCF)
Our TCF Principles
In pursuing our commitment to fair treatment for all our customers we will be guided by the following ten Principles:
- Service Excellence
We will set, monitor and maintain service standards designed to exceed the expectations of our customers. - Consistent Value
We will ensure that the benefits of being an efficiently run mutual organisation translate into consistent product value for customers. - Careful Product Design
When designing new products we will always take full account of the needs and capabilities of our target customers and explore and address the attendant risks. - Customer-centered Sales Processes
All customer sales will be preceded by suitable advice and/or information, and staff and processes will ensure that individual needs are met. - Clear and Simple Promotions
All promotional material will be produced in plain language and be clear, fair and not misleading. - Regular Customer Communication
We will maintain regular and informative after-sales contact with our customers designed to be relevant and attuned to their changing needs. - Verifiable Customer Satisfaction
We will offer a wide variety of channels for customer feedback. We will listen and respond. - Efficient Complaints Handling
We will deal with complaints promptly and sympathetically and we will take action to rectify the underlying causes. - Committed and Expert Staff
We will recruit, train and develop staff to deliver exceptional customer service based on their total commitment to the concept of fair treatment of customers. - Business Partnerships
Where we engage with third parties to provide customers with additional services, we will take steps to ensure that they deliver to standards that conform to our own.
