This policy applies to all staff, agents, and representatives of TMS Finance Limited who deal directly with customers or influence how we treat them.
We are dedicated to delivering fair outcomes for all customers. The following principles guide every aspect of our work:
Customers can be confident they are dealing with a firm where the fair treatment of customers is central to the corporate culture. We embed fairness into our strategy, decision-making, and training, and we hold all staff accountable for treating customers fairly at every stage of the customer journey.
All products and services we market and sell are designed to meet the needs of clearly identified customer groups. We ensure each service and financial product is appropriate for the client’s needs and financial situation, and we regularly review our offerings to maintain suitability.
We provide customers with clear information and keep them appropriately informed before, during, and after the point of sale. All customer communications are jargon-free, accurate, and timely. We clearly disclose fees, charges, and key terms before any contract is agreed.
Where customers receive advice, it must be suitable and take into account their circumstances. Our advisors perform full fact-finds prior to making recommendations, document the rationale behind their advice, and explain it clearly to each customer.
Customers should receive services that perform as they have been led to expect, at a standard meeting or exceeding commitments made at the point of sale. Customers can switch services or raise concerns without encountering unnecessary obstacles or delays.
We do not impose unreasonable post-sale barriers on customers seeking to change products, switch providers, submit a claim, or make a complaint. Our complaints and cancellation procedures are clear, accessible, and designed to encourage feedback that helps us improve service quality.
All staff receive training on TCF principles during induction and through ongoing professional development. Senior management monitors adherence to TCF outcomes through KPIs, complaints data, and internal audits.
This policy is reviewed annually or whenever there is a significant regulatory or business change. TCF adherence is monitored through quality assurance, customer feedback, and compliance checks to ensure that we continue to uphold the highest standards of fair treatment.
