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Treating customers fairly (TCF) policy

Our commitment

 

 

 

At Encore Financial Planning, treating customers fairly is central to our culture and how we conduct business.
 

We are fully committed to the Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) principles, which ensure that every client receives fair, transparent, and high-quality service at all times.


Fair treatment means more than compliance it means acting with integrity, putting clients’ interests first, and building lasting relationships founded on trust and professionalism.

Purpose of this policy

This policy explains how we uphold the FCA’s TCF principles and ensure that our clients:
 

  • Receive services designed to meet their needs and expectations;

  • Are given clear, accurate, and timely information to support informed decisions; and

  • Experience fairness, transparency, and integrity throughout their relationship with us.
     

It is intended to provide clients and stakeholders with confidence in how we operate and the standards we apply.

The FCA’s six consumer outcomes

  • Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

    Culture and confidence - Fairness is embedded in every part of our organisation. All staff understand their responsibility to act in the best interests of clients, and our leadership team sets the tone through open, ethical, and client-focused decision-making.
     

  • Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

    Product and service design - Our services are developed to meet the specific needs of our retail clients. We take care to ensure that our recommendations are suitable and that any products we promote or advise on are appropriate for the clients they are intended for.
     

  • Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

    Clear and fair information - We communicate clearly and transparently, ensuring clients understand the features, risks, and costs of the services and products we provide.
    All materials and correspondence are reviewed to ensure they are fair, accurate, and easy to understand.
     

  • Where consumers receive advice, the advice is suitable and takes account of their circumstances.

    Suitable advice - We take the time to understand each client’s financial position, objectives, and risk profile before giving any recommendation. Advice is personalised, appropriate, and designed to help clients achieve their goals with confidence.
     

     

  • 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.

    Performance and delivery - We deliver on our promises. Clients receive the service and performance they have been led to expect, and we act swiftly if any issue arises.We regularly review our processes and client outcomes to maintain consistently high standards.
     

     

  • Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

    Accessible and responsive service - We make it easy for clients to contact us, request changes, or raise concerns.

    Our complaints process is straightforward, transparent, and designed to resolve matters quickly and fairly.

How we embed TCF

Communication and transparency

We provide information that is clear, fair, and accurate. Our client materials are written in plain English and reviewed to ensure transparency.

Suitability and advice

All advice is tailored to clients’ needs and objectives, with regular reviews to confirm it remains appropriate over time.

Client experience and feedback

We actively seek feedback to understand how clients view our service and identify areas for improvement. If issues arise, we resolve them promptly and fairly.

Oversight and accountability

Senior management takes overall responsibility for ensuring that TCF principles are applied consistently across the business. Our Compliance function monitors this regularly to maintain high standards.

Continuous improvement

We review our processes, communications, and client outcomes to ensure alignment with both regulatory expectations and our own values of fairness and integrity.

Our promise to clients

  • Your interests come first in everything we do.

  • We will always communicate openly, clearly, and honestly.

  • Our advice and recommendations will be suitable for your needs and objectives.

  • We will act with integrity, professionalism, and care at all times.

  • We will respond promptly and fairly to any questions, requests, or complaints.

    Our goal is to ensure every client feels confident that they are treated fairly and that their trust in us is well placed.

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