Fair Treatment of Clients

The fair treatment of clients 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.

Demo Mortgage Services Ltd 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.
• Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
• 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.

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Complaints Procedure

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

We will do everything we can to address your complaint and attempt to put things right as quickly as possible.

If you are unhappy with the service you have received or a product we have arranged on your behalf, a copy of our complaints procedure, which sets out how we will handle your complaint, is available upon request.

If you would like to make a complaint please contact us either in writing to: Complaints, TenetLime Limited, 5 Lister Hill, Horsforth, Leeds, LS18 5AZ; or by e-mail: complaints@tenetgroup.co.uk; or by telephone: 0113 239 0011.

If we are unable to settle your complaint or you are unhappy with our response, the Financial Ombudsman Service may be able to help. We will explain how at that point. If you require further information about the Financial Ombudsman Service you can contact them directly: Tel: 0800 023 4567. Website: www.financial-ombudsman.org.uk