Treating Customers Fairly (TCF) Policy

1. Introduction

At Pennywise Budgeting Guidance we are committed to ensuring that our clients receive fair, transparent, and ethical service. This TCF Policy outlines our dedication to providing financial guidance that prioritizes customer needs, protects their interests, and promotes long-term financial well-being.

2. Our Commitment to Fair Treatment

• Clear Communication: Providing accurate, jargon-free, and transparent information to help clients make informed financial decisions.
• Customer-Centric Approach: Tailoring budgeting advice to individual circumstances, ensuring recommendations are appropriate and beneficial.
• Honest and Ethical Conduct: Conducting all interactions with integrity and ensuring customers are never misled.
• Fair Fees and Charges: Ensuring that all costs, including the setup administration fee and monthly service charge, are clearly communicated upfront with no hidden fees.
• Accessibility and Support: Offering ongoing support and easy access to assistance when needed.

3. Principles of Treating Customers Fairly

1. Customers receive services that meet their individual needs and financial situations.
2. Our budgeting guidance is clear, professional, and tailored to financial circumstances.
3. Customers are not pressured into decisions and are given time to consider their options.
4. Any complaints or concerns are handled promptly and fairly.
5. Our staff is trained and knowledgeable to provide accurate, ethical financial guidance.
6. We continuously review and improve our services based on customer feedback.

4. Handling Complaints and Feedback

• Customers can submit complaints via email.
• All complaints will be acknowledged within 7 working days and a resolution will be sought promptly.
• Regular feedback surveys will be conducted to assess customer satisfaction and improve our services.

5. Compliance and Governance

• This policy is aligned with relevant UK financial regulations and guidelines.
• We ensure full compliance with Financial Authority standards where applicable.
• Employees receive training on ethical conduct and customer fairness principles.

6. Policy Review and Amendments

This policy is subject to regular review to maintain high standards of customer fairness and financial guidance. Any necessary updates will be communicated to clients in a timely manner.