Treating Customers Fairly

Two Financial Services are committed to treating our customers fairly. Our clients are always at the heart of all that we do. Two Financial Services Limited is the network principal of the “Two Financial Services network” who are authorised and regulated by the Financial Conduct Authority and we are committed to providing the highest standards of client service and advice possible.

Clients will always be our most important asset and our aim is to ensure that we deliver a cost-effective, reliable and user friendly debt advice service to all our former, current and future clients.

Two Financial Services’ Treating Customers Fairly (TCF) policy is centred around the guidance provided by the Financial Conduct Authority (FCA). This ensures that we consistently deliver fair outcomes to our clients and take responsibility for the firm and appointed representatives operating under the Two Financial Services’ network. As well as taking responsibility for our staff at all levels, we provide an enhanced service to our clients based on a culture of openness and transparency. Two Financial Services take the requirements of the FCA very seriously, in particular the requirement to treat customers (our clients) fairly.

Central to our Treating Customers Fairly policy ethos is our pledge to provide clear and concise information, free of jargon and written in plain English.

There are six key features of Two Financial Services’ Treating Customers Fairly (TCF) Policy

The FCA have defined six consumer outcomes expected from a firm in the course of Treating Customers Fairly (TCF). These will be used as the FCA monitors TCF against the life cycle of each product.

Outcome 1:

Consumers can be completely confident that they are dealing with a company which holds the fair treatment of customers central to our corporate environment.

Outcome 2:

All products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups.

Outcome 3:

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.


Outcome 4:

Where we offer advice to our customers, the advice is suitable and takes full account of their circumstances.


Outcome 5:

Consumers are provided with products that perform as we have led them to expect and any associated service we may offer is also of an acceptable standard and is also as you would have been led to expect.


Outcome 6:

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or indeed make a complaint of any description.

We will endeavour to handle any complaints or grievances (however unlikely) in a sympathetic,positive and professional manner.

Our Approach

Two Financial Services’ priority is to provide our clients with an excellent service underpinned by quality attention to detail, no issue is too small. We are committed to ensuring our clients stay with us for a duration which suits their needs and (if we have provide a service which is second to none)hopefully refer and recommend us to their families and friends.

Our offering is shaped by listening to our clients’ needs and understanding what is central to them.We take responsibility for meeting the needs of our clients and always look for ways to improve the quality of our service.

We aim to treat our entire client bank fairly and deliver high quality services which meet and exceed their expectations throughout their relationship with us.

We recognise that our employees are critical to developing a positive client experience and ensuring our customers are being treated fairly. Our culture and company values encourage and support our employees to nurture and deliver this on a regular daily basis.

Complaints

We always respond to complaints in a timely manner both for our existing customers and also prospective client’s questions and queries and address any issues or concerns promptly. All customer complaints are dealt with and escalated where appropriate and as required by us in order to meet our obligations to our clients and our regulator the FCA.

We are happy to provide full details of our complaints procedure which can be found on our Complaints Procedure page.

Our policy is in line with the current guidance from the FCA and is in line with the principles of the FCA that ‘a firm must pay due regard to the interests of its customer and treat them fairly.

Your feedback is extremely important to us. Has your experience in dealing with Two Financial Services lived up to or perhaps superseded your expectations?

The fact is that without any feedback we cannot improve ourselves. Feedback can be positive as well as negative but without it we cannot make Two Financial Services a better business. Your views are vital to helping us improve our service to you. To send us your feedback please fill out your comments on the ‘contact us’ page of our website.

About Us

Two Financial Services’ ethos is to provide our clients with an excellent service underpinned by quality attention to detail, no issue is too small.

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Money Advice Service

The Money Advice Service is an impartial service set up by the Government to help people manage thier money. To find out more about free debt advice, debt counselling, debt adjustment and credit information services, visit www.moneyadviceservice.org.uk