We are committed to offering our customers the highest possible standards of service.

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In so doing, we are pleased to support the Financial Conduct Authority’s initiative ‘Treating Customers Fairly’.

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We recognise that both we and our customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you.

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Our commitment to you

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We will:

• provide you with clear information about the products and service we offer, including fees and charges

• ascertain your individual needs, preferences and circumstances before recommending a mortgage

• only recommend a mortgage that we consider suitable for you and that you can afford – and always the most suitable from the available options

• not recommend a mortgage if we can’t find one we consider suitable

• encourage you to ask if there’s something you don’t understand

• give you access to a formal complaints procedure should you become unhappy with our service

How you can help us

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To help us give you the most appropriate advice, we will ask you to:

• tell us as much as possible about your income and outgoings, to enable us to properly assess how much you can afford

• let us know about changes that might affect your ability to repay a mortgage

• let us know if there is any aspect of our service, or of a product we have discussed or recommended, that you don’t understand

• tell us if you think there are ways we can improve our service

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Through TCF, we aim to deliver improved outcomes for our clients.

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Once we have completed our business together, and we have successfully arranged your mortgage and/or protection arrangements, we ask you to complete a short survey to give us feedback about your experiences of using our services.

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