TREATING INSURANCE CUSTOMERS
The Financial Conduct Authority’s (FCA) initiative for Treating Customers Fairly (TCF) is primarily based on the obligation set out in Principle 6 requiring a firm to pay due regard to the interests of its clients and treat them
The six core consumer outcomes of TCF are embedded throughout the FCA’s Handbook, these outcomes explain what the FCA want TCF to achieve for consumers.
? PRINCIPLE 1: “Consumers can be confident they are dealing with firms where TCF is central to the corporate culture.”
? PRINCIPLE 2: “Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and targeted accordingly.”
? PRINCIPLE 3: “Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.”
? PRINCIPLE 4: “Where consumers receive advice, the advice is suitable and takes account of their circumstances.”
? PRINCIPLE 5: “Consumers are provided with products that perform as firms have led them to expect and the associated service is both of an acceptable standard and as they have been led to expect.”
? PRINCIPLE 6: “Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.”
TCF MISSION STATEMENT
Help2Rent Limited (H2R) will act with integrity in everything that we do for our customers.
The Directors and Management of H2R are committed to ensuring that all the principles of TCF are applied in all areas of our day-to-day business activities.
In adopting the TCF principles we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:
? Protect the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service,
? Meet as best we can the unique needs of each customer by offering a transparent, efficient, and professional service, and constantly reviewing our service to identify areas for improvement.
H2R TCF PRINCIPLES
? Customers will be provided with clear information and kept appropriately informed before, during and after the point of sale.
? Our level of service and product performance will meet the expectations of our customers as far as reasonably possible.
? We will ensure that there is no barrier for customers to express their requests, concerns, or complaints, and will always be responsive to them.
? Products and services will be designed to meet the needs of customers. To ensure that we adhere to our principles, H2R undergoes regular reviews conducted by Nice 1 Limited who
are responsible to the FCA for our behavior.
ASSESSING & IMPLEMENTING OUR TCF PRINCIPLES
All of H2R’s financial promotions and marketing literature are reviewed to ensure that they are appropriate for the target audience and are presented in a clear, fair and not misleading manner.
Sales & Advice
Although H2R doesn’t provide advice on its online product portal, we ensure that staff have thorough training on all products, understand who they are and aren’t suitable for, and are encouraged to challenge
product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features.
Post-Sale Information & Support
H2R strives to keep its clients informed at all times. Appropriate records are provided as required and on an ongoing basis. We have appropriate capacity and processing arrangements in place to ensure continuous
support and no post-sale barriers.
Policies & Procedures
H2R has, via Nice 1 Limited, a number of policies and procedures that are relevant to the fair treatment of customers and also achieve adherence to FCA requirements, these are (this not an exhaustive list):
? Conflicts of Interest Policy
? Data Protection Policy
? Training and Competence Policy
? Complaint Handling Procedures
? Financial Promotions Procedures
Management Information (MI)
H2R reviews MI in order to assess its performance against TCF principles. This MI is collated from its insurers and its own data.
This MI includes an assessment of H2R’s performance in areas such as dealing with Complaints, Cancellations and Training and Competence.
This data is collated in order to assist the business in making informed decisions in the best interests of our customers.
Awareness & Training
H2R ensures that all staff are familiar with the fundamental principles of TCF and are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of
service offered to customers.
H2R undertakes regular monitoring and assessment of our staff so that we can be certain of their competence,
including maintaining training logs.
H2R provides excellent customer service, and we deal with customer complaints fairly and objectively and if possible, attempt to put things right as quickly and as efficiently as we can in accordance with the rules laid
down by the FCA.
All complaints are recorded and monitored to identify trends and means by which we can improve our service further.
At H2R, our relationship with our customers is of paramount importance. We combine our knowledge and expertise with that of Nice 1 Limited to ensure we deliver total peace of mind and excellent service.
We recognise that our staff are critical to delivering a positive experience and ensure our customers are treated fairly. Our staff are fully trained and embrace our culture and values of delivering exceptional
customer support and service designed to treat customers as fairly as possible.
H2R’s culture has been strongly influenced by the FCA’s TCF initiative and we frequently review our policies, procedures, and practices with Nice 1 Limited to ensure that TCF remains a crucial part of our business.