Town & County Financial Services Financial Advice

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Treating Customers Fairly.

Treating customers fairly is central to the delivery of The Financial Conduct Authority retail regulatory agenda, which aims to ensure an efficient and effective market and thereby help consumers achieve a fair deal.

Firms must be able to demonstrate that they are consistently delivering fair outcomes to consumers and that senior management are taking responsibility for ensuring that the firm and staff at all levels deliver the consumer outcomes relevant to their business through establishing an appropriate culture.

Town & County Financial Services fully supports the Financial Conduct Authority TCF initiative and believes it satisfies the six consumer outcomes which are summarised below:

  • Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  • Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

There will be a fee for Mortgage advice. The minimum amount is £395, however depending on your circumstances a maximum amount up to 1% of the mortgage amount may be charged depending on individual circumstances (i.e. £1,000 on a £100,000 mortgage).

Your property may be repossessed if you do not keep up repayments on your mortgage.




Complaints Procedure

Please contact us in the first instance, if for any reason you feel dissatisfied with any aspect of our service.

We have access to an Independent complaints process through PRIMIS Mortgage Network, and we will forward the complaint on to PRIMIS Mortgage Network who will investigate & respond to your concerns.

If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to Financial Ombudsman Service.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The Financial Ombudsman Services can be contacted by calling 0800 023 4567
or e-mailing complaint.info@financial-ombudsman.org.uk