At Impact Financial Services Limited, we are fully committed to delivering the highest standards of service and ensuring that every client is treated fairly. We recognise that you have a choice when selecting a financial services provider, and we value the trust you place in us. Treating Customers Fairly (TCF) is a core principle established by the Financial Conduct Authority and is at the heart of everything we do. Our approach is aligned with the FCA’s six TCF consumer outcomes and the broader expectations of Consumer Duty, ensuring that our services consistently place your needs, understanding and long-term interests first.
The first outcome reflects our commitment to maintaining a corporate culture in which fair treatment of customers is central to our values, behaviours and decision-making. Every member of our team is accountable for delivering a high-quality experience and upholding the principles of transparency, respect and integrity in all interactions.
The second outcome emphasises the importance of designing and offering products and services that meet the needs of clearly defined customer groups. We ensure that our solutions are appropriately targeted, suitable for their intended audience and aligned with the diverse objectives and circumstances of the clients we serve.
The third outcome focuses on communication. Customers must receive clear, meaningful and timely information before, during and after engaging with our services. We ensure that all information is presented in a way that is easy to understand, free of ambiguity and designed to support informed decision-making.
The fourth outcome relates to the quality and suitability of advice. Whenever we provide recommendations, they are based on a thorough assessment of your needs, financial position and personal circumstances. Our goal is to deliver advice that is appropriate, tailored and genuinely in your best interests.
The fifth outcome requires that products and services perform as customers have been led to expect. We ensure that the value, features and service levels delivered throughout the lifecycle of the product match what was communicated at the outset. Clients should feel confident that the solutions they choose will continue to support their objectives and offer the expected level of protection or financial benefit.
The sixth outcome focuses on the removal of unreasonable post-sale barriers. Clients should be able to change products, switch providers, make a claim or submit a complaint without unnecessary complexity or delay. Our processes are designed to be clear, accessible and supportive at every stage.
To ensure that these principles are met consistently in day-to-day operations, we work to understand our clients’ needs, expectations and motivations. We communicate the features and risks of our products in a transparent and balanced manner. We deliver our services openly and honestly, without hidden conditions or reliance on unclear technical terminology. The advice we provide is rooted in a personalised understanding of each client’s situation rather than generic assumptions.
We also take data protection seriously. Our team follows strict internal procedures to ensure that all personal information is handled securely, confidentially and in compliance with UK GDPR and Data Protection Act requirements.
Any complaint raised by a client is handled promptly, respectfully and in accordance with our formal complaints procedure. We view complaints as a valuable opportunity to assess our processes, improve our services and strengthen our commitment to fairness.
At Impact Financial Services Limited, the fair treatment of customers is not simply a regulatory requirement — it is a fundamental part of our identity. Our mission is to ensure that every client receives clear information, suitable advice and a consistently high standard of service, all delivered in a way that demonstrates genuine care, professionalism and long-term responsibility.
