Mountains

Treating Customers Fairly

Margetts Fund Management Ltd (MFM) and its employees aim to treat all of our customers fairly.  This document is intended to provide a more detailed understanding of what this means and how we achieve it.  If you feel at any point that you have not been treated fairly or the level of service has not met your expectations for any reason by Margetts or its agents please contact us with the details and we will address your concerns.

The 11 Cornerstone Principles of the regulator in the UK (Financial Conduct Authority (FCA)), which authorises and regulates MFM, cover this point in Principle 6 which states ‘a firm must pay due regard to the interests of its customers and treat them fairly’.  In addition there are other FCA principles which interact with TCF considerations:

  • Principle 1: A firm must conduct its business with integrity. 
  • Principle 7: A firm must pay due regard to the information needs of its clients, and communicate information to them in a way that is clear, fair and not misleading.
  •  Principle 8: A firm must manage conflicts of interests fairly, both between itself and its customers and between a customer and another client.
  •  Principle 9: A firm must take reasonable care to ensure the suitability of its advice and discretionary decisions for any customer who is entitled to rely upon its judgement.

Treating customers fairly is an expectation which influences every aspect of your relationship with us.  This includes, but is not limited to, the outcomes listed below:

  • you can be confident that you are dealing with a firm where the fair treatment of customers is central to our corporate culture;
  • our products and services are marketed directly to you or via an intermediary with care taken to ensure that they are suitable for your needs and objectives;
  • you are provided with clear information and are kept appropriately informed before, during and after the point of sale;
  • If you receive advice from us, the advice is suitable and takes account of your circumstances;
  • you are provided with products that perform as we have led you to expect, and the associated service is both of an acceptable standard and as you have been led to expect; and
  • you do not face unreasonable post-sale barriers imposed by us to change product, switch provider, submit a claim or make a complaint.

All of our staff are actively encouraged to bring any example where a procedure may not have resulted in a customer being treated fairly to the attention of senior management.  Any incidents are investigated thoroughly and corrective action taken.

Margetts has given detailed consideration to how a TCF philosophy is delivered.

The Margetts directors will consider the ethos of treating customers fairly at each board meeting and review any complaints, identified rule breaches and any other information which they feel important to improving the standards of service received by clients.

The most important aspect to TCF is the culture within the company and the board of directors is committed to providing positive outcomes for customers, identifying where this is not achieved and taking appropriate remedial action.