Treating Customers Fairly

ACF is committed to offering you (its customer) a high standard of service, and supports the Financial Services Authority’s initiative: ‘Treating Customers Fairly’.

ACF recognises that it and you have everything to gain if ACF looks after your best interests and treats you fairly in all its dealings with you.

ACF’s commitment to you

ACF will:

1. provide you with clear information about the products and services it offers, including fees and charges
2. ascertain your individual needs, preferences, and circumstances before recommending a product
3. only recommend a product that it considers suitable for you and that you can afford – and always the most suitable from the available options
4. not recommend a product if one it considers suitable cannot be found
5. encourage you to ask if there is something you do not understand
6. give you access to a formal complaints procedure should you become unhappy with its service

How you can help ACF

To give you the most appropriate advice, ACF will ask you to let it know:

1. as much as possible about your income and outgoings, to enable it to properly assess how much you can afford
2. of changes in your circumstances that might affect your ability to repay a mortgage or other product
3. if there is any aspect of its service or products discussed or recommended, that you do not understand
4. if you think there are ways it can improve its service

THANK YOU FOR CHOOSING ACF