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.

Building upon our initial TCF implementation we have made a number of improvements but listening to feedback from our customers and reviewing our existing systems.

• Our service questionnaire.

The response rate has improved slightly from 2008 and we have made some minor changes to the document.

• Our computer database.

Our database has been made more secure to protect client information and we have incorporated additional fields to help retrieve information quickly.

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

• We have introduced a number of products to the range of services we offer including introductions to:

Will writing services.

Free financial review services.

• We attended a TCF course during the year to help improve our understanding of TCF and how we could implement it into our business.

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.