Mortgage Matters considers the fair treatment of clients to be core to its culture and that putting clients at the centre of our business is not only “doing the right thing” but is also good for our business. Understanding that our success is dependent upon satisfying the needs of our clients and ensuring that their experience is positive in every sense.

In other words, treating customers fairly (TCF) is more than a regulatory requirement, it is a way of life.

The Required Outcomes of TCF

There are six client outcomes to guide the actions required to achieve compliance with the principle of TCF and these are as follows:

• Clients can be confident that they are dealing with firms where their fair treatment is central to its culture
• Mortgages and services marketed are designed to meet the needs of identified client groups and are targeted accordingly
• Clients are provided with clear information and are kept appropriately informed before, during and after the point of sale
• Where clients receive advice, the advice is suitable and takes account of their circumstances
• Clients are provided with mortgages and associated services that are both of an acceptable standard, performing as they have been led to expect
• Clients do not face unreasonable post sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint

Strategy

Providing resources and support, to ensure that our services are delivered consistently and fairly to our clients. Responsibility sits with our management team, assessing that appropriate systems and controls exist to continue to embed the fair treatment of clients into our culture as we move forward.

Research

We have staff and client feedback processes in place to ensure that we remain adequately informed of client opinion.

Recruitment, Training and Competence

Performance is managed against clearly defined objectives and the fair treatment of clients is a key criterion in the recruitment, training, development and management of the company and our staff.