Treating Customers Fairly

The Directors & Staff of MFL are committed to the fair treatment of our customers and to providing them with a thoroughly professional service.

Consequently we wholeheartedly endorse the FSA's Treating Customers Fairly (TCF) initiative and seek to achieve its six outcomes .

We ENDORSE the TCF initiative at MFL by adopting the following internal principles as a guide to how we treat our customers:

E	nsure competence in all we do for customers;
N	eeds of customers are properly identified and always
	paramount;
D	on't take advantage of customers;
O	ffer suitable advice and take account of customers'
	circumstances;
R	esolve all queries & complaints quickly and
	professionally;
S	ervice to customers should be as they were led to
	expect;
E	xplain all insurance matters clearly without misleading
	customers.

To enable us to ensure that we continue to treat our customers fairly, we would welcome your answers to our Customer Satisfaction Survey . All clients who respond to the survey will be entered into a monthly prize draw for Marks & Spencer vouchers!

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