The Financial Conduct Authority (FCA) expects lenders to put consumers’ interest at the heart of their business and treat customers fairly at all times. As a compliant, responsible lender, we acknowledge and embrace this expectation.

treating-customers-fairly

What we do to fulfil the FCA’s Expectation

Already providing potential customers with fully transparent, honest information in order to assist them in making informed borrowing decisions, we work both positively and sympathetically with customers experiencing financial difficulties. Having reviewed and, where appropriate, updated our policies, we underline our commitment to Treating Customers Fairly by providing regular, ongoing training for our call centre advisors, as well as having Quality Assurance programmes to ensure consistently high customer service standards in place.

What this means to our Customers

To our customers, this means that the services and products we market and sell are designed and targeted to meet their specific needs and that they:

  • Can be assured that fair treatment of customers is at the very heart of our corporate culture
  • Are provided with honest, clear information
  • Are kept fully informed before, during and, of course, after any point of sale
  • Are provided with suitable advice taking their circumstances into account
  • Are provided with products that perform as promised and with associated services of an acceptable standard

Customers will also never be faced with unreasonable post-sale barriers like demands to switch providers or change products; make complaints or submit claims.

Summary

In short, we will do everything within our power to ensure that you receive good customer service at all times and that you will not be led into a detrimental financial trap by the services and products we provide. This includes carefully and thoroughly assessing your financial circumstances before offering you a loan of any size.

Please assist us in our efforts to treat you fairly and without risk of placing insurmountable financial burdens upon you by using payday loans responsibly and not applying for such loans if there is any doubt that repaying them is affordable to you.

If in doubt, discuss your situation with one of our highly trained, experienced advisors on Tel.: 01959 543 400 (Call charges may vary depending on your phone provider. Calls may be monitored for security and/or training purposes) before completing the online loan application form.

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