Support Centre

Introduction

Express Appliances, hereafter referred to by name or as "we"/ "our"/ "us", is committed to the fair treatment of customers. This policy is therefore developed around adherence and implementation of the principles of Treating Customers Fairly (TCF), as stipulated in the core six outcomes set by the Financial Conduct Authority. This Policy outlines and demonstrates Express Appliances responsibilities to our customers ensuring that we treat them fairly in line with these core outcomes.

Our aim is to ensure that these core outcomes are ingrained and upheld in everything we do - that we consistently deliver fair outcomes to our customers in both the services and quality of services they receive. All staff at Express Appliances are trained with these six core outcomes in mind, promoting a positive culture of fairness and putting it at the heart of our business model.

Scope

This Policy has been created, adopted and implemented by the senior management on behalf of Express Appliances and applied to everyone working in, or on direct behalf of, our business. For full transparency and avoidance of doubt, this includes all officers, shareholders and beneficial owners of the business, as well as all employees (including permanent, agency and temporary staff).

If there are any further questions or queries raised by those who are covered by this scope, these should be raised with a member of the Compliancy team or Compliancy Officer.

Aims

Express Appliances aims to:

• Excel in always applying and achieving the TCF guidelines and standards set by the FCA.
• Nurture and maintain a high standard of operating and a culture that is built around treating customers fairly.
• Provide a clear and comprehensive framework that all staff can refer to and implement when contacting customers, providing a service to customers and when making decisions that affect customers.

The Financial Conduct Authorities Six TCF Outcomes.

The Financial Conduct Authority has 12 principles that apply to all regulated businesses and their behaviour. Principle 6 states that ‘a firm must pay due regard to the interests of its customers and treat them fairly’. The Financial Conduct Authority states six outcomes that firms should strive to achieve, to ensure fair treatment of their customers.

Outcome 1: Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: 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.

Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Our Approach

Express Appliances has fully integrated the TCF outcomes into all aspects and operations of the business, and therefore we will ensure that all actions are guided by and embedded with the TCF outcomes. We recognise that it is imperative to treat all customers fairly; that our business values and culture actively encourage and support treating customers fairly; and how our employees are critical to ensuring that a positive experience is delivered.

Express Appliances has taken ACTION on integrating and embedding the TCF Initiative throughout the whole business, its staff, operations and service:

A - Appropriate Advice (Outcome 4)
C - Confidence in our Culture (Outcome 1)
T - Tailored Service (Outcome 2)
I - Information Transparency (Outcome 3)
O - Outcome meets Expectations (Outcome 5)
N - No Post-Sales Barrier (Outcome 6)

Appropriate Advice (A)

• We will provide advice that is individual and suitable to our customers, and that considers our customers’ circumstances and situation.
• We will, without prejudice, take on board their side of the story and consider this information when making any decisions.
• Where it may not be appropriate for the company to give advice, the company will abstain from doing so, clearly, diplomatically, and without prejudice.

Confidence in our Culture (C)

• We will ensure that fair treatment of our customers remains at the heart of our business model, throughout all departments, as a core value for all members of staff.
• We strive to foster an environment where customers have trust in our company, and the products and services we provide.
• We will ensure that all working practices are continually assessed, (and amended if applicable), to maintain the continuation of our high standards of customer care, support and service.
• All members of senior management will take responsibility and initiative to ensure compliance of TCF by themselves and their departments.
• Where possible and appropriate, Express Appliances will use Management Information (MI), to monitor and assess our ongoing compliance with all the principles of TCF.
• We will maintain the compliance of TCF with all our staff and ensure that appropriate procedures are in place for when there may be instances of non-compliance.

Tailored Service (T)

• We will tailor our advice to each customer based on the information they have provided, to ensure that the customer’s needs are met and that their individual circumstances are considered.
• When required, we will carry out affordability checks to ensure that our contracts are suitable and appropriate to a customer’s individual circumstances.
• We will ensure that all staff are trained to provide the product(s) and/or service(s) that are most suitable for each individual customers’ needs.

Information Transparency (I)

• We will ensure that all communications undertaken are transparent and well-informed, with comprehensive information provided when required.
• We will provide our customers with clear and fair information that is not misleading, enabling them to make informed decisions.
• We will provide our customers with a variety of ways to contact us such us - email, telephone, and a web messaging service.

Outcome meets Expectations (O)

• We will ensure that all information provided is accurate and comprehensive.
• We provide a guided application process for both for new and existing customers.
• We provide relevant and clear information before, during and after service to ensure that customers know what to expect and what will happen.
• In the event of an appliance not being satisfactory or developing a fault, we provide 24/7 reporting via our website, as well as a dedicated phone line during business hours.

No Post-Sales Barrier (N)

• We will ensure that all customer queries and complaints are handled with integrity and honesty, always striving to achieve the highest levels of customer service.
• We use all customer feedback, reviews, comments, complaints and queries to ensure continuous improvement and elevation of our standards.
• We provide a transparent complaints procedure with the option for a customer to utilise a dedicated email as required.
• We provide a clear method for changing products without incurring excessive penalties.

Conclusion

Express Appliances nurtures and encourages a culture of fairness and responsibility upon all who are involved in, or act on behalf of our business. We impress on all that a good culture is central and integral to the economic and social health of our practices, and that fairness and good conduct establishes and builds both inspiration to employees and trust in us from the consumer. Enabling integrity, trust and high standards is in the interest of the company, our shareholders and ensures our economic strength and stability.

We frequently review our practices, policies and procedures to ensure that treating customers fairly remains central and integral to the company and ensure that the services and goods we provide are a representation of our values and core beliefs.

We welcome and utilise any questions, comments and feedback provided by customers - which enables us to improve the services and products we provide to ensure the maintenance and improvements of our standards.

Review

Review Date: February 2025

To be reviewed: February 2026

Author: Rebekah Dow