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Treating Customers Fairly

Treating Customers Fairly (TCF)

UCFSE is committed to treating all of our customers fairly and in a manner that is consistent with the principles and ethos of the Financial Conduct Authority’s (FCA) TCF principle.

UCFSE is committed to delivering consistently fair outcomes to its clients and is focused on establishing the right culture to enable this. The fair treatment of customers is integral to the Company’s business.

Our TCF Principles:

  • Customers can be confident that when they deal with UCFSE they are dealing with an organisation where the fair treatment of customers is central to our corporate culture.
  • Customers will be provided with clear information and kept appropriately informed before, during and after the point of sale.
  • Our level of service and product performance will meet the expectations of our customers as far as reasonably possible.
  • We will ensure that there is no barrier for customers to express their requests, concerns or complaints, and will always be responsive to them.
  • To only provide customers with products and services that are suitable to their needs.
  • UCFSE will train our staff to make sure that the procedures they follow reflect our commitment to treating customers fairly.

Vulnerable Customers

UCFSE is committed to addressing the needs of consumers in vulnerable circumstances.

Our Aims:

  • When our customers seek help and support, UCFSE will treat them sensitively and flexibly and be responsive to their needs
  • UCFSE customers will be able to access practical, jargon-free information and help relevant to their situation
  • Our customers will not need to tell us about their particular circumstances or characteristics more than once
  • At a customers’ request, UCFSE will make it easy for a friend or family member to help manage their money
  • UCFSE will collaborate with the financial services trade associations and other bodies to identify opportunities on areas to improve the outcome for customers in vulnerable situations
  • UCFSE will consider cases of financial difficulty sympathetically and positively.

Responsible Lending

UCFSE always makes a careful evaluation to gain an understanding of a personal or business customer’s financial situation. It is in both the customer’s and our interest that we grant credit only when the customer can manage the obligation. We offer financing that is appropriate to their needs and affordability, and we make sure that they understand their financial obligations. In some cases, responsible lending also means that we must refrain from extending credit to the customer.

Our Aims:

  • Understand our responsibilities as a lender
  • Make responsible lending decisions
  • Deliver fair customer outcomes throughout the customer relationship with our Company.

To help us give you the most appropriate advice, we will ask you to:

  • tell us as much as possible about your circumstances, to enable us to properly assess how much you can afford
  • let us know about changes that might affect your ability to repay your commitment
  • let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand
  • tell us if you think there are ways we can improve our service

FLA Lending Code 2021

The Finance & Leasing Association (“FLA”) is the leading trade body for the asset, consumer and motor finance sectors in the UK. FLA members include banks, subsidiaries of banks and building societies, the finance arms of leading retailers and manufacturing companies, and a range of independent firms. The types of finance they provide includes hire purchase and conditional sale contracts.

The FLA Lending Code 2021 sets out standards of good practice in consumer lending. It is intended to reassure you that you may buy with confidence from firms which are full members of the FLA. We will meet the standards set out in this Code, and the FLA will monitor our performance in doing so.