Treating customers fairly
Within National Friendly the importance of putting the customer at the heart of what we do has long been part of our culture and practices.
We believe that the principles of Treating Customers Fairly (TCF) are entirely complementary to the approach we apply to all our customers. Recent TCF initiatives require us to assess and monitor our performance against six consumer outcomes identified by the Financial Conduct Authority (FCA) in a robust way.
To do this we have established a TCF policy that links into both the consumer outcomes and our values.
We will continually develop and maintain measures, processes and structures that will ensure the appropriate information is made available to senior management, enabling them to assess adherence to the six consumer outcomes.
The senior management will review this on a regular basis, reporting on adherence to these outcomes and will take steps to address any actual or perceived shortcomings in our adherence to them.