Treating Customers Fairly (TCF)

Treating Customers Fairly is a core Financial Services Authority principle that promotes fair treatment of customers.

We are firmly committed to Treating Customers Fairly and consider customers central in all that we do

• We research our market before launching a new service and seek feedback during its delivery to ensure it meets customers needs and expectations
• We allow sufficient time for customers' to make informed decisions
• We instil and monitor high service standards within our staff including, for example, opening and closing accounts, where possible, within 24 hours of receiving the instruction
• We have a complaints procedure in place should you be unhappy in your dealings with us
• Our Senior Management are actively involved in driving forward TCF

We have developed plans and processes, empowered our staff to implement TCF and this forms part of our culture

If you require more information please email banking@pensionsbank.co.uk