TCF OBJECTIVE STATEMENT

ACL Property Finance is a company committed to ensuring that the FSA principle of Treating Customers Fairly (TCF) is applied in all aspects of our business.  This ensures that we are offering the best possible service in a manner which is clear, fair and not misleading for our clients.

In adopting the TCF principle we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

Ø      Protect the interests of our clients at all times from promotion right through the process to after sales service

Ø      Meet as best we can the needs of each client by offering a transparent, efficient and professional service

ACL Property Finance's approach to TCF

At ACL we believe that our commitment to TCF is reflected in our aims to:

Ø      Recommend solutions to our clients that are suitable for their needs, goals and aspirations

Ø      Ensure our clients receive all necessary information about the services we offer and any solutions we may recommend and that these are explained in a way that is understandable to them

Ø      Handle complaints in a fair and timely manner

At ACL we work on the basis of treating our clients as we would expect to be treated.  To do this we have identified the following key areas as being relevant to our business:

Ø      Culture

Ø      Client Service

Ø      Quality of Advice

Ø      Financial Promotions

Ø      Complaint Handling

Culture

Our business has been established since 1994 and has been built on a reputation of providing a quality service and duty of care to our clients.  Testimony to this fact is the many existing clients who still return to us for our advice and expertise.

We have achieved this by always putting ourselves in our clients shoes and ensuring we deal with them in a sympathetic and timely manner.  This is reflected in the absence of complaints received by our firm.

We believe that we, as a company, have always reflected the culture envisaged by the FSA under TCF and will continue to strive to do so.

All the staff at ACL support and understand the companys approach to TCF and the values encompassed within the objectives

Client Service

We continually monitor the progress of all applications to ensure that we are following good TCF practices when dealing with our clients.  By using our internal technology we can ensure this is maintained as well as providing an efficient after sales client review service.

Quality of Advice

Our aim at ACL is to ensure that the advice provided to our clients is always of the highest level.

Through regular reviews, training and assessments we are able to ensure that our advisers demonstrate their continued competence in the advice process.  This helps us to identify the appropriateness of the advice provided - ensuring that our clients needs, attitude to risk and understanding are all taken into account. 

Financial Promotions

All the financial promotions undertaken by ACL adverts, mailshots and website undergo a formal approval procedure to ensure that they are clear, fair, jargon free and not misleading.

Complaint Handling

Our complaints handling procedure has been designed to ensure that any complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules

At ACL we will view all complaints in a positive manner as they should help identify areas where we are able to improve our service to our clients for instance by adapting / updating our processes or providing enhanced training to our staff