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Treating You Fairly

TBI Financial Services Ltd is governed by the principles of “Treating Customers Fairly” (TCF). These principles are in the DNA of everything we do – our processes, strategies, actions and behaviours.

We will always aim to make our communications, letters and correspondence as clear and as reasonable as possible for to make them easy to understand.

We will work to understand your needs by creating and adapting new and existing processes and services where possible.

We will make sure that our staff are properly trained and are competent and diligent in all aspects of their role.

We will act honestly and with integrity, and seek to ensure that commercial decisions are aligned to your needs.

We will act in harmony with our Company values whenever we contact a Customer, being respectful, ethical, professional, enabling and accountable.

We will manage all queries and enquiries in a timely and efficient way, treating everyone with equal fairness.

We will treat all forms of Customer feedback, to include complaints, as an opportunity to improve Customer experience.

We will take any corrective action to protect the interests of our Customers as quickly as possible and behave in an impartial and reasonable manner. We will keep you informed if your Agreement and/or arrangement is affected in anyway.