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Treating Customers Fairly

At Simply Ethical we fully support the Treating Customers Fairly (TCF) initiative introduced by the Financial Conduct Authority (formerly FSA) which is aimed at promoting the fair treatment of customers. Fair treatment of our customers is core to our culture and the way that we behave and conduct our business.

Simply Ethical is committed to the FCA’s Treating Customers Fairly (TCF) initiative which sets out six key consumer outcomes:

Outcome 1: TCF culture is central to the firm

Outcome 2: Products and services meet the needs of customers

Outcome 3: Clear information is given to customers

Outcome 4: Suitable advice is provided to customers

Outcome 5: Products perform in line with customers expectations

Outcome 6: No unreasonable post-sale barriers imposed

What these TCF outcomes mean to Simply Ethical

Outcome 1: TCF culture is central to the firm

At Simply Ethical, treating customers fairly is at all times a central part of how we conduct our business and is embedded into our culture. All areas of our business from front office which includes interacting with you to our back office system which includes many functions including operations, compliance, research, portfolio management, staff training and others are designed to ensure that your interests are always put first.

Outcome 2: Products and services meet the needs of customers

Simply Ethical is dedicated to offering ethical solutions that meet your needs. We have set in place rigorous procedures to ensure compliance with ethical principles and appropriateness of products and services offered. It is ensured that the products and services we provide are ethical and tailored to meet your needs, objectives and your attitude to risk for those receiving financial advice.

Outcome 3: Clear information is given to customers

Our aim is to provide information in a format that is clear and accurate at all times. We can provide information to you in writing, by telephone, email or via our website. Our website is constantly reviewed to ensure clarity and suitability of information provided at every stage of the transaction process. Our staff receives regular training to ensure that the information provided is clear and appropriate before, during and after the point of sale.

Outcome 4: Suitable advice is provided to customers

Should you engage us as your adviser, we ensure that the advice provided is suitable and takes into account your circumstances. Our fact find and risk assessment process is carefully designed to allow us to fully comprehend your circumstances. Moreover, our advisers are well qualified and committed towards continuously developing their knowledge and remain updated on the industry developments. These two factors combined ensure that suitable advice based on your circumstances is given at all times.

Outcome 5: Products perform in line with customers expectations

Investment returns are never guaranteed; hence transparency is critical. We explain to you the charges, the service level and risks associated with the products and investments recommended. Our execution only site and our advice process ensures that everything in made transparent to you so that you can make informed decisions and the products meet your expectations.

Outcome 6: No unreasonable post-sale barriers imposed

As our customer, we ensure that you do not face unreasonable post-sale barriers imposed by us to change product, switch provider, submit a claim or make a complaint. Our complaints procedure ensures that your complaint is handled in a consistent, timely and fair manner.

Treating customers fairly is embedded into our corporate culture and reflected in our overall strategy. We remain fully committed to the fair treatment of our customers and hence our standards are monitored on an on-going basis.

More information on TCF can be found on the FCA website: www.fca.org.uk

For any queries, please contact us.

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