Treating Customers Fairly
All firms regulated by the Financial Conduct Authority (FCA) must pay due regard to the interests of
We at Caasta Limited take Treating Customers Fairly (TCF) very seriously. It is imbedded in our
business the customer is centric to everything we do. TCF is an integral part of our culture and is
embedded in all areas of our business from systems and controls to training, remuneration and staff
The principles of TCF are part of existing regulatory requirements. They aim to raise standards by
introducing a series of changes that will benefit consumers and increase their confidence in the
financial services industry.
As TCF is not a ‘one-size-fits-all’ concept, Caasta Limited has put together some information on what
TCF means to us including what you can expect from us, how we deliver this, what is expected of you
and what to do if you feel you have been treated unfairly.
The FCA has outlined six outcomes as part of TCF. These include:
What does treating customers fairly (TCF) mean?
- Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers
is central to the corporate culture.
- Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of
identified consumer groups and are targeted accordingly.
- Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during
and after the point of sale.
- Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
- Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the
associated service is both of an acceptable standard and as they have been led to expect.
- Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch
provider, submit a claim or make a complaint.
What you can expect from us?
TCF is an integral part of Caasta Limited business culture and we are continuously working to ensure
customers are treated fairly. As a result, you can expect the following services when dealing with us:
- Clear, fair and transparent pricing
- Continual monitoring of competitive market to ensure consumers achieve value for money
- Fair and quality advice from our experienced sales team based on customer needs, priorities and
- Clear and transparent information regarding our fees in our Initial Disclosure Document
- Continual advice and support throughout all stages of the product lifecycle
- Clear and jargon free information on the product with adequate opportunity for customers to ask
- After-sales information and services including contract reminders, product updates and help and
advice regarding additional services
- Full complaints handling procedure
How we work to deliver this?
TCF is a continuous process and we’re implementing many process throughout the business to
ensure we comply. These include:
- Continual investment in internal systems to improve communication and processes
- Robust training and competence programmes to support sales staff and ensure they understand the
- Giving customers access to clear and jargon free information on the products and services provided
- Regular internal audits by senior management to measure and monitoring TCF performance
- Undertaking gap analysis to highlight areas where improvements can be made
- Regular audit of telephone and electronic correspondence to ensure quality of advice
- Collecting qualitative input from customers and staff to develop a range of metrics to measure
progress and monitor performance
- Regularly reviewing FCA material and attending workshops and conferences
What is expected of you?
In order to deliver the best possible service, we rely on you (the Customer) to also play your part. An
efficient service relies as much on capable and confident consumers as it does on the firms who are
committed to treating customers fairly. When dealing with us, we expect you to:
- Engage with us properly and provide accurate information
- Raise questions if you are uncertain about any aspect of the product or service
- Read advertisements and other material carefully
- Read any suitability letter and ensure that it properly reflects the discussion
- Use cooling off periods to consider whether to go ahead
- Review your financial needs on a regular basis and consider taking further advice when
- Acknowledge that some financial products or services being provided may involve market risk for
the buyer, such as stock market movements and interest rate rises
- Complain to us if you perceive unfair treatment and give us the opportunity to resolve your
complaint in a timely manner
What do you do if you feel you've been treated unfairly?
A critical element of TCF is how we handle customer complaints. It is our aim to provide a very high
standard of service to every client but on occasion, things do go wrong. If you have a complaint
about any aspect of our service, we would like to hear from you.
To help us investigate and resolve your concerns as quickly as possible, you should contact our
Customer Services team on 02920022419 (option 3) or email CustomerServices@Caasta
Limited.com. A full explanation of how we will deal with your complaints and what to do if you think
your complaint has not been resolved to your satisfaction is in our Complaints Procedure.
If you have a regulated consumer contract with us and are not satisfied with our final response, you
may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six
months of our final response, and we will also provide you with a copy of the Financial Ombudsman
Service’s explanatory leaflet when we send our final response.