Committed to treating our customers fairly.

We recognise that both we and our customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealing with you. 

Our commitment to you 

We will: 

  • provide you with clear information about the products and services we offer, including fees and charges
  • ascertain your individual needs, preferences and circumstances before recommending products that we consider suitable for you and that you can afford
  • encourage you to ask if there’s something you don’t understand
  • give you access to a formal complaints procedure should you become unhappy with our service
  • act fairly, reasonably and responsibly in all our dealings with you
  • make sure that all services and products meet all the relevant laws and regulations, including the Consumer Credit Act 1974 and all regulations made under it
  • not discriminate against you because of your race, sex, disability, ethnic background or sexuality
  • act honestly and instruct our appointed credit brokers, and all other suppliers of goods and services we do business with to do the same
  • not pressurise you to enter into any agreement with us and try to make sure that credit brokers, and all other suppliers of goods and services we do business with, do not pressurise you
  • co-operate with regulators such as the Financial Conduct Authority (FCA) and organisations that handle complaints (such as the Financial Ombudsman Service)
  • consider cases of financial difficulty sympathetically and positively
  • treat all your personal information as private and confidential, and run secure and reliable systems
  • train our staff to make sure that the procedures they follow reflect our commitment to treating customers fairly.   

How you can help us 

To help us give you the most appropriate advice, we will ask you to:

  • tell us as much as possible about your circumstances, to enable us to properly assess how much you can afford
  • let us know about changes that might affect your ability to repay your commitment
  • let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand
  • tell us if you think there are ways we can improve our service


© PCFG 2015. Private & Commercial Finance Group plc.
Registered in England and Wales - company number 2863246. Registered offices are at Pinners Hall, 105-108 Old Broad Street, London EC2N 1ER
Terms and conditions of use of web sites   Privacy Statement    Sitemap