Our Commitment to You!
It goes without saying that Customer satisfaction is really important. We want you to feel fairly treated and well served. We've developed our Customer Charter to help us achieve this goal.
We believe in responsible lending to all customers.
- Ensure all marketing material is clear, transparent and complies with all legislative requirements.
- Ensure product pricing is comparable and competitive against other companies in the sector.
- Carry out an assessment of affordability in order to establish that customers can afford to repay the loan in a sustainable manner throughout the term of the agreement, including completing a full income and expenditure check before purchase.
- Provide a detailed assessment to validate the application, residency and income status.
- Cap all new customer loan repayments to 20% of disposable income.
- Provide the customer with a clear explanation of the terms of the agreement and also explain their rights and obligations under the agreement.
- Provide multiple payment methods that best suit, to include: weekly or monthly direct debit, Pay360 and home collection.
- Allow customers up to thirty days to withdraw from the agreement without the need to give a reason and without charge.
We believe in helping customers during difficult times.
- Never charge late fees* as we believe that late fees further exacerbate any arrears position.
- Treat all customers who fall into arrears with empathy and respect. Offering a number of options to assist customers including alternative payment schedules, reduced and or partial payments when required for a temporary period or permanent period.
- Direct all customers requiring assistance to free organisations that can help, such as the Citizens Advice Bureau or the national debt line. Details of these organisation and others will be found on the company’s website and in all its marketing literature.
- Shall deal promptly and fairly with any complaints that the customer may have and will inform customers of their right to contact the Financial Ombudsman service if the complaint has not been resolved to their satisfaction.
- Be sensitive to any physical and mental health problems customers may have. We understand that any given situation may be unique and will be handled with empathy, care and respect.
- Have appropriately trained employees who will respond accordingly, particularly when dealing with complaints and arrears management. We may need to ask for medical information and professional health assessments to ensure we carry out the correct course of action for each case.
- Provide free death benefit. In the event of a customer’s death we will write off the remaining balance and all products left to the customer's estate.
We believe in being open, honest and transparent with all customers.
- In any marketing material, for all products include the manufacturer’s model number, the cash price, the weekly price when purchased on credit, the total amount payable, the terms of the agreement and the representative APR.
- In any warranty or insurance material provide clear guidance on customer’s statutory rights and in addition where multiple products are covered to alert customers to the possibility that a single home contents policy may be a cheaper option**.
- In accordance with legislation, issue annual statements detailing payments, outstanding balances and costs for any additional optional warranty and insurances.
- Provide ad-hoc statements outside the annual cycle, on request and free of charge.
- Respect personal information supplied to the company by customers and observe a strict duty of confidentiality about their personal financial affairs and shall not disclose any such details to any third party, except where we have your consent or are required to by law.
- Conduct Mystery Shopper tests in each region on an annual basis to ensure compliance with our responsible lending guideline and all other customer facing business processes.
* This will not apply for any separate charges made by the customer’s own bank.