Treating Customers Fairly (TCF)

JLB Ltd T/A Finance Link is committed to treating all of our customers fairly and in a manner that is consistent with the principles and ethos of the Financial Conduct Authority’s (FCA) TCF principle.

Finance Link is committed to delivering consistently fair outcomes to its customers and is focused on establishing the right culture to enable this. The fair treatment of customers is integral to the business.

Our TCF Principles:

  • Customers can be confident that when they deal with Finance Link they are dealing with an organisation where the fair treatment of customers is central to our corporate culture.

  • Customers will be provided with clear information and kept appropriately informed before, during and after the point of sale.

  • Our level of service will meet the expectations of our customers as far as reasonably possible.

  • We will ensure that there is no barrier for customers to express their requests, concerns or complaints, and will always be responsive to them.

  • To only provide customers with products and services that are suitable to their needs.

  • Finance Link will train our staff to make sure that the procedures they follow reflect our commitment to treating customers fairly.


Vulnerable Customers

Finance Link is committed to addressing the needs of consumers in vulnerable circumstances.

Our Aims:

  • When our customers seek help and support, Finance Link will treat them sensitively and flexibly and be responsive to their needs.

  • Finance Link customers will be able to access practical, jargon-free information and help relevant to their situation.

  • Our customers will not need to tell us about their particular circumstances or characteristics more than once.

  • At a customers’ request, PCF will make it easy for a friend or family member to help manage their money.

  • PCF will collaborate with the financial services trade associations and other bodies to identify opportunities on areas to improve the outcome for customers in vulnerable situations.

  • PCF will consider cases of financial difficulty sympathetically and positively.