Independent Financial Advisers · Chartered Financial Planners · Discretionary Wealth Managers

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Independent Financial Advisers · Chartered Financial Planners · Discretionary Wealth Managers

Our Policies

  • A culture which runs far deeper than any statutory requirement
  • An approach which expects conscientious policy adherence and…
  • Which monitors performance to achieve results

Treating Customers Fairly

The Directors of McCarthy Taylor Limited are all committed to ensuring that the Financial Conduct Authority (FCA) principles for treating customers* fairly (TCF) are applied in all areas of our day to day business activities.

In adopting the TCF principles we recognize that fair treatment of our clients is not only central to our culture, but also about adding value to the service we offer by aiming to:

  • protect the interests of our clients at each stage of the advice life cycle
  • meet as best we can the unique needs of each client by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement

In practical terms for the different areas of our business this means:

  • ensuring that any promotional material where used is clear, compliant, jargon free and appropriately targeted
  • ensuring that Advisory staff (both on and off-site) have thorough training on all areas they advise on, understand who the advice is best for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features
  • operating sales remuneration systems which are not based on volume and assure fairness to the client as well as client satisfaction
  • finding ways to encourage non Advisory staff to implement TCF in their day to day business activities
  • keeping detailed records of client instructions and profile/attitude to risk, and of the advice and options given before, during and after advice
  • encouraging after advice contact with clients where appropriate to correct or improve on the service already offered
  • ensuring that client complaints are assessed fairly, promptly and impartially, and in line with FCA deadlines and rules
  • encouraging staff to recommend improvements to service following client complaints – and monitoring the outcome
  • ensuring that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to clients
  • offering training in the principle of TCF at all levels of the business
  • regularly monitoring and reporting on all of the above TCF activities as part of the company’s monthly statistics/MI, in order to assess TCF performance across the business and recommend changes where appropriate
  • ensuring that TCF values, which are set and communicated by the Directors, are supported by all staff and understood in the same way

*The FCA refer to clients as customers