The Porchester Group welcomes the FSA initiative "Treating Customers Fairly" - TCF. We believe that all clients of every financial services firm have the right to receive advice they can understand about appropriate products to meet their identified needs and that all involved in the advice, sales and after-sales service are appropriately trained and supervised. We believe that the charges for this advice and any products recommended are explicit, transparent and reasonable, and that our clients understand and agree to these. Fair dealing is an intrinsic part of all our business processes. This means we will be changing the way we are paid for the work we do for you. We have asked our clients for their views in a recent e-mail newsletter. We are always keen to hear your views on this and any other matter, so; if you haven't replied yet, it isn't too late!
We intend to use this section of our website to explain our procedures and management controls that help to ensure that we treat customers fairly.
All our staff understand our requirement and expectations with respect to Treating Customers Fairly and these are reinforced as part of our weekly training sessions. We have identified and prioritised those areas on which we need to focus. Our management information, compiled by John Muldoon, and reviewed by the Board, provides our first line diagnostic tool, to monitor good practice and identify room for improvement.
We routinely survey samples of customers from time to time. If you are chosen to participate, we hope you will understand the importance of this feedback, and spare a few moments to help us learn from your experiences of our firm.
Our clients can access records of any business they transacted with us after July 1st 2008, as well as obtain valuations of all contracts for which we are the servicing agent in our Client Zone (ask us for log in details if you don't already have them.)
