What is TCF?

The Financial Services Authority have established TCF as an initiative to promote fairness in all financial services companies dealings with customers. They are not a set of rules but guidelines that Avalon, and others like us, must adhere to at all times. 

The Principles express the high standards of conduct expected of those who carry out investment business. The principles have become a part of the Avalon culture and all of our staff are committed to make it work.

TCF aims to:

• help customers fully understand the features, benefits, risks and costs of the financial products that they buy.
• minimise the sale of unsuitable products by encouraging best practice before, during and after a sale.
• The FSA want to see 6 consumer outcomes as a result of TCF. These are that customers:

1. Deal with Avalon where the fair treatment of customers is a key part of our culture.
2. Are marketed and sold products that have been designed to meet  their needs and are targeted accordingly.
3. Receive clear information from us and are kept suitably informed before during and after the point of sale.
4. Receive suitable advice which takes account of their circumstances (this is likely to come from your financial adviser as Avalon is not regulated to provide advice).
5. Receive the product performance and standard of service that they have been led to expect from Avalon and/or your financial adviser.
6. Do not face unreasonable post sale barriers imposed by Avalon when they want to change product, switch provider, submit a claim or make a complaint

Treating Customers Fairly is integral to our business practices.

It is a core element in the way we behave and transact business, our commercial dealings always take full account of the principle of Treating Customers Fairly. 

We aim to provide full information to our clients covering the benefits, risks and costs of any of our products or services provided.

Our intention is to inform in a clear, fair and not misleading way so that our clients can understand what they can reasonably expect from our service.

We aim to honour all commitments we make to our clients, if any dissatisfaction should occur we will investigate the underlying cause and take appropriate action whenever necessary.

Our reputation is important to us, therefore, client satisfaction is vital and Treating Customers Fairly is implicit in all our dealings.

If you ever feel you have not been treated fairly in any aspect relating to the product you have purchased please complete a customer feedback form in the ‘contact us’ section of the website and your comments will be fully investigated by our Compliance Team.