We hope that you will find these pages useful and that you will gain an insight into how Complete feel that TCF can be integrated into best working practices for both ourselves and our introducers. Apart from information on our policies you will also be offered practical tools such as downloading our Plain English guides.

If Treating Customers Fairly is not to be confused with good customer service, then what is it?

This has been a common response since the FSA first announced its initiative of TCF. On the face of it, it seems a reasonable enough question, but TCF is much more than simply good customer service and the FSA have specified some clear aims and desirable outcomes to help with the distinction;

AIMS

• To help customers fully understand the features, benefits, risks and costs of the financial products they buy.
• To minimise the sale of unsuitable products by encouraging best practise, before during and after a sale.

OUTCOMES

Consumers should be sure that;

• They are dealing with firms where the fair treatment of customers is a key part of the corporate culture.
• They are marketed and sold retail products that are designed to meet their needs and have been marketed accordingly.
• They receive clear information and are kept suitably informed, before, during, and after the point of sale.
• They receive suitable advice which takes account of their personal circumstances.
• They receive the product performance and standard of service that they have been led to expect from the firms they deal with.
• They do not face unreasonable post-sale barriers imposed by firms when they want to change product, switch provider, submit a claim or make a complaint.

The Complete commitment to Treating Customers Fairly is evident throughout the entire Company. From the directors who personally designed our customer TCF leaflets, which proudly carry the Plain English crystal marks; through to all staff who contribute to our "who cares wins" philosophy.

Complete commitment & effort
Attitude & enthusiasm.
Respect for customers and fellow employees
Exceptional customer service.

In addition to our CARE values we also have a number of keystone policies aimed at helping our introducers to treat customers fairly;

• Although we do not give advice our helpdesk will always aim to provide you with multiple options aimed at helping you satisfy your customers needs.
• We will give all of our introducers access to 24 hour online case updates aimed at helping you assist your clients at a time which is suitable to them.