TCF Assessment Report December 2009

Treating customers fairly is part of our service charter and a core part of our business.  It is based around providing our customers with complete satisfaction and an enjoyable customer experience when dealing with this company.

However, we understand that just because a customer is satisfied it does not necessarily mean they have been treated fairly.

Since the implementation of our TCF Customer Charter we have reviewed the following areas:

• Our service questionnaire.

We reduced the number of questions asked on our customer service questionnaire.  We felt the original questionnaire was too long.  By reducing the number of questions, we believe we will receive a higher response rate.

• Our computer database.

We have increased the data fields within our database to incorporate additional information relating to customers details.

The intention is to be able to provide information 'on the fly' to our customers when they contact us.

• A number of our standard letters for communication.

We have re-worded a number of our standard letter to provide a more concise and 'jargon free' text which we believe will help our customers understand the information better.

If you have any comments you would like to supply that could help us to inprove our customers experience, please supply this information on the customer enquiry form below.