Treating Customers Fairly

We operate a Treating Customers Fairly (TCF) policy to ensure we understand our customers’ needs and interests and place them at the heart of everything we do. Treating customers fairly is central to our culture and underpins how we conduct our business.

Our TCF approach applies throughout the entire customer journey, from first contact through to after-sales support. It covers how we communicate with customers, how we use their information, and how we support them at every stage of our customer relationship.

Under this policy, customers can expect that:

• They are dealing with a firm that makes the fair treatment of customers a core business principle.
• They will receive a high standard of service and be referred only to reputable partners who aim to provide products or services that are suitable for their needs.
• The information provided is clear, fair, non-misleading, and unbiased, enabling informed decision-making.
• Services are delivered to a standard that a reasonable customer would expect.
• They do not face unreasonable barriers when dealing with us, including when raising questions or making a complaint.

How We Deliver Fair Outcomes

We support fair customer outcomes by:

• Training our staff to deliver a high standard of customer service and to treat customers with professionalism, respect, and care.
• Ensuring all marketing and communications are clear, concise, accurate, and appropriately targeted.
• Listening to our customers to understand their needs and providing sufficient information to support informed choices.
• Recognising and supporting customers who may be vulnerable by offering additional assistance, clear explanations and flexible ways to engage with us.
• Clearly explaining available financing options so customers can properly understand the implications of their choices.
• Regularly reviewing the products, services, and partners we work with to ensure they continue to meet customer needs.
• Providing effective after-sales support and responding promptly and fairly to any complaints, keeping customers informed throughout the process.

We are committed to delivering an excellent level of service and continuously improving our processes to ensure positive customer outcomes.

Consumer Duty

We comply with the FCA’s Consumer Duty, ensuring that our services are designed to deliver good outcomes for customers, meet their needs, and provide appropriate support throughout their journey with us.

Complaints

If something has gone wrong, we encourage you to let us know so we can put things right. We take all complaints seriously and aim to resolve them fairly and promptly.

For details of how to raise a complaint and how it will be handled, please refer to our Complaints Procedure.

Last Reviewed: December 2025