Skip to main content | Accessibility | Site Map | Contact Us

Treating Customers Fairly Page Masthead Shire Direct - the home of tailor made financial solutions | freephone 08000 282 281

Treating Customers Fairly (TCF): Our TCF Objectives Statement...

Here we present to you our TCF (Treating Customers Fairly) Objectives Statement, detailing how we apply the Financial Services Authority's TCF initiative in our day-to-day business practices to ensure our customers are treated fairly at all times.

The Directors and Senior Management of Shire Direct Mortgages are committed to ensuring that the Financial Services Authority's 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 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.

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

  • Ensuring that promotional material is clear, compliant, jargon-free and appropriately targeted.
  • Ensuring that all sales staff (both on and off-site) 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 that assure fairness to the customer as well as customer satisfaction, rather than only rewarding sales volumes.
  • Finding ways to encourage non-sales staff to implement Treating Customers Fairly in their day-to-day business activities.
  • 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 correct or improve on the service already offered.
  • Ensuring that customer complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules.
  • Encouraging staff to recommend improvements to service following customer complaints - and monitoring the outcome.
  • Ensuring that sales staff 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.
  • Offering regular training in the principle of TCF at all levels of the business.
  • Regular monitoring and reporting on all of the above TCF activities as part of the company's monthly statistic and Management Information, in order to assess TCF performance across the business and recommend changes where appropriate.
  • Ensuring that Treating Customers Fairly values, which are set and communicated by Senior Management, are supported by all staff and understood in the same way.

You can find out more about the Financial Services Authority's 'Treating Customers Fairly' initiative in our Mortgage Glossary.

Enquire Online now, or call us today 08000 282 281 - our freephone lines are open 8am-10pm everyday! We'd love to hear from you!

THINK CAREFULLY BEFORE
SECURING OTHER DEBTS AGAINST YOUR HOME.
YOUR HOME MAY BE REPOSSESSED
IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

Adding existing debt to your mortgage will increase the repayment term and overall cost.

Shire Direct and Shire Direct Mortgages are trading styles of Shire Processing Centre Limited which is
Authorised and regulated by the Financial Services Authority in respect of regulated mortgage products and general insurances.
Registered No: 302389. Commercial funding and Secured Loans are not regulated by the FSA.
Licensed Credit Brokers. Consumer Credit Licence Number: 349999.

Shire Processing Centre Limited is registered under the provisions of the Data Protection Act by the Information Commissioners Office: Registration No: Z6795249. Registered in England & Wales. Company number: 2732202. Telephone calls may be recorded for training, monitoring and security purposes. All applicants must be aged 18-years or over.