The financial industry is regulated by the Financial Conduct Authority (FCA) which since 1 April 2013 has been responsible for the regulation of General Insurance Intermediaries replacing the Financial Services Authority. The cornerstone of the FCA’s efforts to ensure consumers get a fair deal is “Treating Customers Fairly” (TCF).
Treating Customers Fairly (TCF) is, and always has been, deeply embedded into our Firm’s culture and philosophy. Our customers are our business; without whom we would not have a business. We abide by the FCA rules and their high level Principles for Business which further ensures that our customers are treated fairly.
Our tagline is “Minding Other People's Business since 1990″ and this probably sums up our TCF approach. We take a deep interest in our Client’s insurance needs and ensure that any product that we recommend is appropriate in terms of cover, taking care to explain what a policy covers (and importantly, what it does not).
We are careful to ensure that a client has adequate information about the insurer and the product at the time of making any cover recommendations. Post sale is just as important and we monitor the continued adequacy of cover throughout the insurance year.
Conflicts of interest can happen (although this is rare) but in the unlikely event of this arising, we have a mechanism in place to manage such a situation to ensure that the customer continues to receive fair treatment.
Knightsure have adopted the industry guidance approved by the FCA in relation to transparency, disclosure and conflicts of interest in the commercial market in line with the complexity of the business.
By adopting the industry guidance the firm is able to demonstrate the 6 outcomes required by the FCA in a number of ways.
- Clients can be confident that they are dealing with a firm where the fair treatment of customers is central to the corporate culture
- Products and services marketed and sold are designed to meet the needs of Clients and are targeted accordingly
- Clients are provided with clear information and are kept appropriately informed before, during and after the point of sale
- Where Clients receive advice, the advice is suitable and takes account of their circumstances
- Clients are provided with products that perform and the associated service is both of an acceptable standard and as they have been led to expect
- Clients do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint
It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly.
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website here.