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Treating Customers Fairly

Treating Customers Fairly

NBU Consulting Ltd trades as and is better known as Nigel Unsworth Car Broker and is also referred to as Nigel.

Treating Customers Fairly (TCF) is one of the key principles of the Financial Conduct Authority that ensures fair treatment of customers, by improving standards across the financial industry. Nigel and his team will always treat you fairly.

As a part of this, Nigel follows the relevant aspects of the Financial Conduct Authority’s six guiding principles on how to engage with customers. These are known as the ‘Treating Customers Fairly’ principles and govern how we communicate with customers, the level of service we provide and the fairness of our products and procedures.

The six principles for treating customers fairly

  • Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  • Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
  • Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Here are some of the ways in which Nigel meets these requirements in the day to day running of the business:

  • We continually aim to understand the needs of our clients
  • We ensure that the marketing of our products is appropriately targeted, clear, not misleading and highlights the risks/conditions as well as the key features/benefits of a product.
  • We make certain our clients understand the risks associated with our services at the outset of an instruction.
  • We keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading.
  • We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
  • Any advice provided will be appropriate and take into account the customer’s individual needs and circumstances.
  • We take our clients’ privacy seriously and ensure that our staff are aware of and follow rules in relation to data protection to ensure that clients’ details are kept secure and confidential.
  • We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required.

How we work to deliver this
TCF is a continuous process. Here are some of things we do to make sure we deliver on our promise to TFC:

  • Continual investment in internal systems to improve communication and processes.
  • Training programmes to support staff and ensure they understand the target market.
  • Give our customers clear and jargon free information on the products and services we provide.
  • Regularly audit telephone and electronic correspondence.
  • Regularly review FCA material and attend workshops and conferences.

What is expected of you?
In order to deliver the best possible service, we rely on you (the customer) to also play your part. An efficient service relies as much on capable and confident consumers as it does on the firms who are committed to treating customers fairly. When dealing with us, we expect you to:

  • Provide accurate information.
  • Raise questions if you are uncertain about any aspect of the product or service.
  • Read adverts and other promotional material carefully.
  • Use cooling off periods to consider whether to go ahead.
  • Review your financial needs on a regular basis and consider taking further advice when circumstances change.
  • Acknowledge that some financial products or services being provided could involve market risk for the buyer, such interest rate rises.
  • Complain to us if you perceive unfair treatment and give us the opportunity to resolve your complaint in a timely manner

What do you do if you feel you’ve been treated unfairly?
A critical element of TCF is how we handle customer complaints. It is our aim to provide a very high standard of service to every client but on occasion, things do go wrong. If you have a complaint about any aspect of our service, we would like to hear from you.

To help us investigate and resolve your concerns as quickly as possible, you should contact us on 0127628203 or email

A full explanation of how we will deal with your complaints and what to do if you think your complaint has not been resolved to your satisfaction is in our Complaints Procedure.

If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response and we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet when we send our final response.

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