Treating Customers Fairly

Treating Customers Fairly (TCF) – Our policy

Minster Law is fully committed to providing the highest standards of client service and advice. The FSA place primary focus on TCF. As a firm, we take the requirements of the FSA seriously, in particular, the requirement to treat customers fairly; our clients are our customers.

We strive to do this in all that we do.
We undertake that all of our actions will be guided by the principle, that the interests of our clients are paramount.
We will be open and transparent in the way we deal with our clients.

This philosophy will be embedded in every aspect of our business; from our product innovation, customer and client service, complaints handling process, in fact all the way throughout the claims process. As such, Treating Customer Fairly is at the heart of Minster Law.

The FSA has outlined six key outcomes that it wants to see as a result of the “Treating Customers Fairly” initiative:

1. Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
2. Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
3. Consumers are provided with clear information and are kept appropriately informed before, during and after the claims process.
4. Where consumers receive advice, this advice is suitable and take into account of their circumstances.
5. Consumers are provided with service as they have been lead to expect, and is of an acceptable standard.
6. Consumers do not face unreasonable barriers to submit a claim or make a complaint.

As examples of how these principles work in practice in our firm, we set out below details of what you can expect from your relationship with Minster Law.

When we give you advice

• The advice we give you will be clear and easy to understand.
• We will not use jargon.
• Our advice will be guided only by what is best for you, taking into account all of your circumstances.
• In the event that there is a conflict of interest between us, we will tell you about this as soon as possible after we become aware of it.

When we deal with you

• When you contact us, you can expect that we will be polite and courteous.
• All of our employees are fully trained in dealing with our clients and customers, and in treating them fairly.
• We will remunerate and incentivise our employees in ways which encourage them to deal with all clients and customers fairly, and to continually find ways to improve.

Our Service

You can expect that all our employees are fully trained for their roles. Treating clients and customers fairly underpins all training, and this provision is also written into our employees’ role profiles. Advisor competency is continually tested and improved through internal audits and training.

We have put in place, suitable Senior Management arrangements, systems and controls which will ensure at all times, that the interests of our customers are given top priority. The effectiveness of TCF implementation is monitored monthly by Senior Management using information gathered from all areas of the business. Senior Management strategy and leadership is underpinned by TCF, and this is a focus in our decision making.

If you are not happy

If for any reason you need to complain about any aspect of our service then you can expect that your complaint will be dealt with professionally, independently, and in accordance with the rules laid down by our regulators.

We are happy to provide full details of our complaints process on request.

We hope that you find using our services a pleasant and straightforward experience. We always welcome comments and observations about the way we deal with our clients and customers and would encourage you to contact us if you have any comments on the way we deal with you.