Treating Customers Fairly

Our Treating Customers Fairly (TCF) policy is built around the Financial Conduct Authority's (FCA) six expected Conduct Risk outcomes:

  1. Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  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.
  3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  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.
  6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.


The Society seeks to treat its customers fairly and courteously by providing an efficient and competitive savings and mortgage service in a friendly environment. All customer information will be kept secure in accordance with the General Data Protection Regulation.

We ensure that each member of staff is adequately trained to enable them to offer our customers a professional and knowledgeable service at all times and to keep data secure by adhering to security policies.

Treating Customers Fairly is an essential part of our culture as a mutual organisation.

We welcome feedback from our customers on all aspects of our business, and if any customer believes our service has fallen below expectation, we will do our utmost to resolve the matter promptly and in a fair and reasonable manner.

The entire ethos of the Society is based on Treating Customers Fairly and is embedded within the Society’s policies and procedures from the Board downwards. To ensure the thorough review and analysis of TCF issues, a cascade system has been established which allows information, comments and complaints from members to be reviewed by the Board of Directors on a quarterly basis. Any decisions taken or action proposed by the Board are subsequently fed back to all staff in training meetings. The application of such a system ensures that the principles of TCF remain paramount throughout the Society and staff are actively encouraged to provide member feedback to the Board whether complimentary, constructive or critical.