TREATING CUSTOMERS FAIRLY

Ensuring that staff are kept up to date with relevant training in relation to competence, The Directors of Lifelink are committed to ensuring that the FCA principle of treating customers fairly (TCF) is applied in all areas of our day to day business activities.

In adopting the TCF principle 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 initial contact 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

In practical terms for the different areas of our business this means:

We only use promotional material that is clear, compliant, jargon free and appropriately targeted.

Ensuring that our sales staff have thorough training on all products they advise on or sell, 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.

Operating sales remuneration systems which assure fairness to the customer as well as customer satisfaction.

Keeping detailed records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale - to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly.

Encouraging after sales contact with clients where appropriate to review and seek to improve on the service already offered.

Ensuring that customer complaints are assessed fairly, promptly and impartially, and in line with FCA deadlines and rules.

Encouraging staff to recommend improvements to service following customer complaints - and monitoring the outcome.

Data protection and other matters directly affecting the quality of service offered to customers.

Include TCF as a set agenda item at our regular compliance and training meetings.

Regularly reviewing and/or reporting on all of the above TCF activities as part of the company’s monthly statistics/MI, in order to assess TCF performance across the business and make changes where appropriate.

Ensuring that TCF values, which are set and communicated by Senior Management, are consistently supported and understood by all staff.