Treating Customers Fairly

How we treat our customers fairly at Gable Asset Finance

At Gable Asset Finance we are fully committed to being fair to our customers, and have fully embraced the FCA Treating Customers Fairly initiative.

At the heart of everything we do is a commitment to delivering high quality service and constantly looking at ways in which we can improve the service we provide to our customers.

For us the principle of Treating Customers Fairly is not a new concept but rather “business as usual” and is a fundamental part of our culture.

• Behaving in a way that encourages our customers to want a long term relationship with us.
• We treat customers the way we expect others to treat us.
• Being clear and transparent in respect of all products and in all communications with our customers.
• We develop products that align with our customers’ needs.
• Dealing with our customers personally, promptly and in a consistent even handed manner.
• Obtaining feedback from our customers on the service we provide and areas where we could improve.
• Ensuring that our promotional material is clear, accurate and jargon free.
• Ensuring that our customer facing staff have thorough training on all products they recommend and understand who they are and aren’t suitable for.
• We ensure our staff receive up-to-date training on all matters affecting the quality of service we offer, including the fair treatment of customers.
• We encourage all staff to consider the fair treatment of customers in their daily activities. We also urge them to challenge any inconsistencies or potential unfairness in product literature or features.
• We ensure that we assess any customer complaints fairly, promptly, and impartially, following FCA deadlines and rules where appropriate.
• Encouraging our staff to recommend improvements to service following customer complaints – and monitoring the outcomes.
• We regularly monitor and report on all Treating Customers Fairly activities. This helps us assess our performance across the business and recommend changes when needed.