Treating our customers fairly

Find out about our policies on treating our customers fairly. We're always fully compliant, clear, and honest about our services

Treating our customers fairly

Find out about our policies on treating our customers fairly. We're always fully compliant, clear, and honest about our services

Treating our customers fairly

At iLoans, we're committed to the fair treatment of our customers. We've worked hard to ensure that we provide the very highest standard of service. We also place customer satisfaction at the centre of what we do. This means that we always strive to provide a fair outcome for everyone.

It's important to us that our customers feel they are fairly treated at all times. As such, we've made sure we're fully compliant with the Financial Conduct Authority's (FCA) Treating Customers Fairly (TCF) Principles. Our staff members are trained in adherence to these principles. This ensures they treat all customers equally, as outlined by the FCA's TCF guidelines.

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Financial conduct authority's TCF principles

Below, we've highlighted the consumer outcomes as detailed by the FCA's website. There are six of these outcomes, and we're committed to ensuring we reach each one:

Outcome 1

Consumers can be confident 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 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.

It's important to us that we reach these guidelines. We've therefore created a culture and company values based on them.

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Our approach to treating customers fairly

We've developed a strong set of principles that we adhere to for all customers

A customer-first culture

We are committed to ensuring that we always focus on the needs of the customer. Anyone who uses our service can be assured they will be treated fairly.

A no-nonsense approach

The people who use our website and services will only receive clear and factual information. We use plain English and avoid jargon wherever possible. If our products change, our customers will be the first to know.

Meeting customer needs

We have designed our products and services to meet the needs of our customers. Our marketing will target relevant consumer groups wherever possible. It's important to us that our customers receive services that work as intended.

Compliant at all times

Any time we market or advertise our products, we are fully compliant with FCA regulations. This ensures that our customers are always aware of all the information they need to make an informed decision.

Happy to help

If a customer asks us for advice, we will refer them to a relevant body that can offer assistance.

Meeting expectations

Our customers choose our services safe in the knowledge that our products perform as expected. We will not add on any extra fees, services, or charged on top of the advertised price. Customers are also given the necessary information to make sure they use our services only for the right reasons.

Easy access to our services

We will ensure that customers are given equal and unhindered access to our services. We will not add any unreasonable obstacles that will affect that access. This includes our complaints procedure, which we will deal with fairly and swiftly.

Lending responsibly

We adhere to responsible lending practices at all times. We also make sure our products are only used as intended.

Fair access for all

We have made provisions for dealing with vulnerable customers. This allows us to make sure everyone is treated fairly.

Regular audits

To ensure we're always fair and compliant, we are regularly tested by appropriate governing bodies.

As the laws and regulations change, we are committed to changing our policies with them. This will always mean that our customers are at the core of our principles and the services we offer.

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