Treating Customers Fairly

At FTX Group Ltd we pride ourselves on being able to give a round the clock service for consumers which are searching for short-term loans and ensure the advice we give or arrangements we make for our clients is suitable in every time.

Our aim is best set out in our mission statement:

Treating customers as we like to be treated ourselves

These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfil this objective we must:

• Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly
• Monitor calls and activities to ensure that each credit brokerage enquiry is treated consistently and that any advice given is in the customers’ best interests
• Continually assess the services we provide to ensure we can meet changing requirements
• Provide documentation to clearly and unambiguously explain how our credit brokerage services work
• Empower our staff to ensure any concerns raised by a customer are immediately addressed

We constantly monitor our ability to achieve these standards through:

• Regular written assessments of individual performance
• Benchmarking performance against quality standards
• Internal and external audits
• Customer satisfaction surveys