Treating Customers Fairly (TCF) - Statement of our Objectives

The Directors of Gift Wrapped Mortgages Ltd, mortgage brokers are committed to ensuring that the FSA principle of treating customers fairly (TCF) is applied in all areas of our day to day business activities.

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

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

In practical terms for the different areas of our business this means:

• ensuring that promotional material is clear, compliant, jargon free and appropriately targeted


• ensuring sales advice is given on the basis that thorough training on all products they advise on or sell, understand who they are and aren’t suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features


• operating sales remuneration systems which assure fairness to the customer. That the customer is fully aware and understands our remuneration system at every stage of the mortgage process and that the remuneration offers excellent value for money to the customer


• finding ways to encourage TCF implementation in all administrative activities as well as sales


• keeping detailed records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale – to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly


• encouraging after sales contact with clients where appropriate to correct or improve on the service already offered


• ensuring that customer complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules


• ensuring improvements to service following customer complaints – and monitoring the outcome


• ensuring we keep up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers


• regularly reviewing and refreshing our knowledge of the principle of TCF at all levels of the business


• regularly monitoring and reporting on all of the above TCF activities as part of the company’s monthly statistics/MI, in order to assess TCF performance across the business and recommend changes where appropriate


• ensuring that TCF values are supported and understood in the same way

Gift Wrapped Mortgages Ltd in partnership with The Financial Services Authority (FSA) are committed to embracing and demonstrating the following laid down Principles –

1. Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.


2. Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and targeted accordingly.


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


4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.


5. Consumers are provided with products as firms have led them to expect, and the associated service is of an acceptable standard.


6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.