Treating Customers Fairly

At Gofor Finance Ltd we are committed to giving you excellent customer service and treating you fairly. We are fully committed to providing the highest standards of client service and advice, and we never forget that you have a choice of supplier and are grateful that you’ve chosen us.

Treating Customers Fairly (TCF) is one of the key principles set by the Financial Conduct Authority to ensure fair treatment of customers, by improving standards across the financial industry.

As part of this, Gofor Finance Ltd follows the relevant aspects of the Financial Conduct Authority’s six guiding principles on how to engage with our 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.

We continually aim to understand the needs of our clients and meet these principles by; ensuring 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.

Making certain our clients understand the risks associated with our services at the outset of an instruction.

Keeping our clients fully informed in a clear and fair manner that is unambiguous and not
misleading.

Ensuring our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.

Providing advice that will be appropriate taking 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 ensure that all complaints are fully investigated and dealt with promptly. We will make improvements to our operations where required.

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.

All complaints are taken seriously, and we will deal with any complaints promptly and make improvements to our operations where required.

If you have a complaint please visit our complaints procedure page.

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Consumer Duty

At Gofor, we are committed to upholding the principles outlined in the FCA's Consumer Duty, which aims to ensure that our customers experience fair and beneficial outcomes with our products and services. Our business is built around meeting our customers’ needs and safeguarding their interests, offering clear and transparent services that provide value.  We are required to comply with the Duty's cross-cutting rules by acting in good faith towards customers, avoiding causing foreseeable harm to customers and enabling and supporting customers to pursue their financial objectives.

How We Meet Consumer Duty Outcomes

The Consumer Duty is structured on four key outcomes designed to promote a customer-centric culture:

  1. Products and Services: We regularly review our products and services available to ensure they meet the needs, characteristics, and objectives of our customers, particularly those with characteristics of vulnerability. We aim to align our solutions to provide fair value, so customers are recommended products and services that are suited to their needs.
  1. Price and Value: We are committed to offering services that provide fair value, meaning that our customers receive value proportionate to the price they pay. Through ongoing monitoring and assessment, we ensure our products remain competitively priced and valuable within the leasing market.
  1. Consumer Understanding: Transparency is central in all customer communications. We aim to ensure that our customers fully understand the terms, conditions, and benefits of each product and service. Clear, jargon-free communication allows customers to make informed decisions that meet their needs.
  1. Consumer Support: From initial contact through to after-sales support, our customer service is structured to assist customers at every step. Our support services are designed to enable customers to resolve issues effectively, without unnecessary obstacles.

Governance and Accountability

Our Consumer Duty strategy is embedded across all levels of our organisation, with regular oversight and monitoring to ensure our operations adhere to the Duty’s principles.