Fair treatment is part of how we design and deliver our service. We aim to help customers understand their options, make informed decisions and receive support that reflects their needs.
The outcomes we work towards
- Services designed around customer needs, including people in vulnerable circumstances.
- Clear, timely information explaining costs, risks and limitations.
- Products and introductions that offer fair value for the intended customer group.
- Support that helps customers pursue their financial objectives without unreasonable barriers.
- Consistent service before, during and after an application.
Clear communication
We avoid claims of guaranteed acceptance, explain that we are a broker rather than a lender, and make prominent disclosures about APR, commission and repossession risk. We encourage questions whenever something is unclear.
Additional support
Tell us if a health condition, disability, life event, communication need or financial difficulty affects how you use our service. We will consider reasonable adjustments and aim to communicate in a way that works for you.
Monitoring and improvement
We review feedback, complaints, cancellations and service outcomes to identify where information or support can improve. Staff are expected to act honestly, professionally and in customers' interests.
If we fall short
Please contact us or use our complaints procedure. Raising a concern will not disadvantage an application or your right to fair treatment.