Bankstone Objectives Statement

Bankstone Objectives Statement
The Directors and Senior Management of Bankstone Ltd are committed to ensuring that the FCA’s Treating Customers Fairly (TCF) principles are applied in all areas of our day-to-day business activities.

In adopting the principles of TCF, we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

protect the interests of our customers at every stage in the claim: from the moment they first report a claim through to its conclusion

meet, as best we can, each customer’s unique requirements by offering a transparent, efficient and professional claims service, constantly reviewed to identify any potential areas for improvement

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

ensuring that promotional material is clear, compliant, jargon free and appropriately targeted

ensuring that staff, both on and off site: have thorough training in all products which they advise on or sell, understand for whom these products are (and are not) suitable, and are encouraged to challenge products where they see inconsistencies, ambiguities or potential unfairness in the product literature or features

ensuring that staff have thorough training on all aspects of claims handling and are encouraged to challenge procedures where they see areas for improvement

ensuring that customers are updated on a regular basis on the progress of their claim

ensuring that claims are dealt with in an efficient and speedy manner that takes account of the customer’s needs

keeping detailed records of customer instructions and of the advice and options given at all stages of the claim to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly

encouraging after sales contact with clients where appropriate to correct or improve on the service already offered

ensuring that customer complaints are assessed fairly, promptly and impartially, in line with the relevant FCA deadlines and rules

encouraging staff to recommend improvements to service following customer 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 customers

offering regular training in the principles 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 Senior Management, are supported by all staff and understood in the same way

 


What our clients say about us

Jo was friendly while still professional. She answered any questions and was patient and happy to help. Next steps and cover confirmation could have been a bit clearer. I've had calls from credit hire that I was expecting for replacement bike but they were pushing to do repairs. I was told this would be done by an approved repair. I called just after 9am to notify a claim and was told I would receive a call back within 10 to 15mins. I had to call back an hour later as no one had called back. The lady who answered, Jo, did deal with things straight away and was very helpful
Mrs. L - North Shields