Customer Fairness Policy
Customer Fairness Policy
Our Commitment to Treating You Fairly
At CityMoor Financial, delivering excellent client service and providing fair, transparent advice is at the heart of everything we do. We understand that you have a choice when it comes to financial advice and services, and we are genuinely grateful youve chosen us. Thats why we are fully committed to maintaining the highest standards of integrity, professionalism, and fairness in every interaction.
Putting Fairness First
Fair Treatment of Customers (TFC) is one of the core principles set out by the Financial Conduct Authority (FCA) to improve customer outcomes across the financial services sector. At CityMoor Financial, we uphold this principle in every aspect of our business from the way we design our services to how we support you
after you’ve made a decision. We follow the FCAs six Treating Customers Fairly (TCF) outcomes, ensuring that every client experience is underpinned by fairness, transparency, and care.
The Six Principles of Fair Treatment of Customers
1. Fair Culture
Clients can be confident they are dealing with a firm where fair treatment is central to our values and embedded in our corporate culture.
2. Product Design & Targeting
Our products and services are developed to meet the needs of clearly identified customer groups and are marketed appropriately.
3. Clear & Ongoing Communication
We ensure clients are provided with clear, timely, and relevant information before, during, and after engaging our services.
4. Appropriate Advice
Any advice we give is suitable and reflects the clients individual circumstances, goals, and risk profile.
5. Product & Service Performance
We deliver on our promises our products and services perform as expected, with no hidden surprises.
6. No Unreasonable Barriers
We ensure clients can easily switch products, make a claim, change provider, or raise a complaint without facing unnecessary obstacles.
How We Put This Into Practice
At CityMoor Financial, we integrate these principles into the day-to-day running of our business in the following ways:- We strive to understand your needs through active listening and tailored advice.- Our marketing is clear, targeted appropriately, and highlights both benefits and risks to ensure informed decision-making.- We ensure you fully understand any risks involved before proceeding with our services.- Communications with you are always fair, honest, and jargon-free.- We deliver our services with full transparency, without hidden terms or complex conditions.- Advice provided is carefully considered and always in your best interest.- We treat your data with the highest level of confidentiality and comply fully with data protection regulations.- Any concerns or complaints are taken seriously and handled promptly, with improvements made wherever needed.
A Business Built on Trust
Our ongoing commitment to Treating Customers Fairly helps us build long-term relationships based on trust, transparency, and professionalism. If you have any feedback or concerns about your experience with us, were always here to listen and improve.
