Consumer Duty (the "Duty")
We are committed to treating our customers fairly in line with our requirements under the Consumer Duty. We ensure our mortgage products are right for the needs of our customers, that the information we provide is clear, and customers are supported to confidently make good financial decisions.
What is Consumer Duty?
The Financial Conduct Authority (FCA) introduced the Consumer Duty requirement in 2023 with the aim of setting high standards of consumer protection and putting customer's needs first. It is part of our aim to not only comply with the Duty, but align the Consumer Duty outcomes with our day-to-day work.
We have assessed our product to ensure it meets the Consumer Duty requirement. You can find our assessment at the bottom of this page.
The four outcomes
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Products and services
We offer products that are designed to meet the target audience's needs, circumstances and aspirations
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Price and value
We provide clear pricing with no hidden costs and overall provide fair value to our customers
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Consumer understanding
We aim to always provide information in plain language, helping customers understand what they are signing up for without the jargon
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Customer support
We provide help that is proactive and tailored so customers feel guided every step of the way