Treating Customers Fairly
Statement
Park Gate (Mortgage & Protection) Limited are committed to treating customers fairly and our business approach ensures a TCF culture is embedded in every aspect of our business. We will be clear, supportive and act honestly and openly when dealing with our customers.
We will strive to exceed standards by constantly looking at ways to improve things and in doing so offer our customers added value.
The Directors and Senior Management of Park Gate (Mortgage & Protection) Limited are committed to ensuring that the FCA principle of treating customers fairly is applied in all areas of our day to day business activities in adopting the TCF principle we recognise that fair treatment of our customers is about adding value to the service we offer.
Our commitment to you
We will:
- provide you with clear information about the products and service we offer, including fees and charges
- ascertain your individual needs, preferences and circumstances before recommending a product
- only recommend a product that we consider suitable for you and that you can afford – and always the most suitable from the available options
- not recommend a product if we can’t find one we consider suitable
- encourage you to ask if there’s something you don’t understand
- give you access to a formal complaints procedure should you become unhappy with our service
How you can help us
To help us give you the most appropriate advice, we will ask you to:
- tell us as much as possible about your income and outgoings, to enable us to properly assess how much you can afford
- let us know about changes that might affect your ability to repay a mortgage or be able to cover premiums for specific policies
- 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
