Treating Customers Fairly from Lann Finance

We believe passionately in providing our customers with first-class service and excellent value for money. This belief is underpinned by our commitment to always treat our customers fairly. An important part of our approach is making and keeping the LANN Finance Customer Promise. We promise all our customers that:

“We will always treat you fairly. You can expect in all our dealings with you that we will:

	treat you as we would expect to be treated

	never take advantage of you

	be open and honest

	quickly put right any mistake that we make”

Since our launch our 2006, LANN Finance has recognised both the importance and common sense that TCF brings and we have looked to embed TCF into everything we are trying to achieve. TCF has always been and will continue to be a key objective for LANN Finance. TCF is central to the delivery of the Financial Services Authority’s retail regulatory agenda and is a key part of the move to more principles-based regulation. A key aim for the FSA is to ensure an efficient and effective market and thereby help consumers achieve a fair deal. The main aim of the TCF work is to deliver improved outcomes for retail consumers.

The FSA have defined six consumer outcomes, which explain what they want TCF to achieve for consumers.

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

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

3.	Consumers are provided with clear information and are kept appropriately informed before, during and after the Point of Sale.

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

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.

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