Treating Customers Fairly Policy

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The purpose of the policy is to ensure that, at all times, Money Advisor Ltd comply with our FCA obligations to Treat Clients Fairly (TCF). TCF must inform every internal decision and interaction with our customers.


Treating Customers Fairly was an initiative started by the FCA. The TCF principles are central to the Financial Conduct Authority’s (FCA) work in ensuring a fair deal for consumers.

At Money Advisor, we strive to always treat our customers fairly and put the well-being of our customers at the heart of how the business is run. We ensure, at all times, to meet the needs and expectations of our customers, and ensure a fair deal for all customers.

Our debt counselling advice must meet the customer needs from a firm they can trust.

Our customers will always be dealt with in a courteous manner at all times and the customers’ interest is always at the heart of how we do business.

Money Advisor is committed to meeting customer expectations of performance, quality, price and delivery in everything we do.

Treating customers fairly (TCF) remains central to the expectations of the firm’s conduct, that it puts the well-being of customers at the heart of how the firm runs its business.

The TCF principles can be summarised by the six following outcomes:

Outcome 1 – Consumers can be confident that they are dealing with a firm where the fair treatment of customers is central to the corporate culture.

Outcome 2 – Products and services marketed and sold 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.


All communication with customers will be made in an open and transparent manner.

We have in place set service standards for our customers so they can be sure of the service level expected from us.

Money Advisor aims to fully understand our customer’s requirements and provide products and services to meet those needs.

We will always attempt to answer customers’ questions and enquiries within the scope of our responsibilities.

It is important that we conduct business with due skill, care and diligence and ensure we give appropriate advice to the customer residing at all times.

Recommending a debt solution which a firm knows, believes or ought to suspect is unaffordable for the customer is not treating a customer fairly.

Where the question or enquiry requires more detailed information, we will refer the customer to the appropriate body or organisation. If our firm has the contact details for these bodies or organisations, it will communicate them to the customer.

Vulnerable customers:

Most customers seeking advice on their debts under credit agreements or consumer hire agreements may be regarded as vulnerable to some degree by virtue of their financial circumstances.

Of these customers some may be particularly vulnerable because they are less able to deal with lenders or debt collectors pursuing them for debts owed. Customers with mental health and mental capacity issues may fall into this category.

Vulnerable Customers goes hand in hand with Treating Customers Fairly. Our advisors are fully trained in the correct procedure for dealing with vulnerable customers and those customers would always be treated fairly.


Money Advisor strives to provide the very best level of customer service.  We deal with customer complaints in a fair and objective way and we have implemented a separate complaints policy.

Money Advisor Ltd of 3rd Floor, Churchgate House, Churchgate, Bolton BL1 1HL is an Appointed Representative (FRN 781471) of MichaelAlan Ltd of Building A, South Court, Sharston Road, Sharston, Manchester M22 4SN (Company Reg. No. 08637832) who are authorised and regulated by the Financial Conduct Authority (FRN 690939).

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