About Us - Treating Customers Fairly

Treating customers fairly

We believe treating our customers fairly is about adding value to the services we offer by:

  • Protecting the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service
  • Meeting the unique needs of each customer, as best we can, by offering a transparent, efficient and professional service whilst constantly reviewing our service to identify areas for improvement

In practical terms this means:

  • Ensuring our TCF values are understood and supported by all of us
  • Addressing complaints fairly, promptly, impartially and in line with FCA deadlines and regulations
  • Communicating the benefits of treating customers fairly at all levels of Paymentshield
  • Encouraging ownership of the quality of interactions with customers and to make suggestions around improving our processes and procedures
  • Ensuring we’re all kept up to date with relevant training in relation to competence, data protection and other matters which affect the quality of service offered to our customers
  • Creating, circulating and reviewing monthly management information related to treating customer fairly in order to assess performance across the business and recommending changes where appropriate
  • Training sales thoroughly on our products including the benefits, limitations and exclusions of our policies, and encouraging challenges to product development where inconsistencies, ambiguities or potential unfairness is identified
  • Creating promotional material that’s clear, compliant and jargon free
  • Operating reward schemes which assure fairness and quality for our customer

Need Help?

  • Call our INTERMEDIARY SALES TEAM on 0345 0615 700
  • Monday - Friday
    9am - 5pm