The Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) Principle 6 requires a firm to pay due regard to the interests of its clients and treat them fairly. We are fully committed to TCF and this Policy has been designed to demonstrate the application of TCF during our day to day activities.
TCF is about being clear, transparent and open in our approach and dealings with customers.
Roxie Cosmetics is committed to the fair treatment of its customers throughout the life of the business. Roxie Cosmetics is committed to being a trusted business within the beauty equipment & furniture community and to engage with our customers, employers and manufacturers openly and honestly. All Roxie Cosmetics staff are expected to meet customers’ fair and reasonable expectations and treat customers with respect and fairness at all times. This is part of Roxie Cosmetics employee induction processes and regular staff training. Roxie Cosmetics has procedures and management information reporting (such as complaints, incidents and breach reporting) to identify, measure, mitigate and manage the risk of not Treating Customers Fairly (TCF).
Good consumer outcomes are embedded into the culture of our firm. These include that:
- Our customers can be confident they are dealing with a firm where TCF is central to the corporate culture.
- Our products and services are designed to meet the needs of identified customer groups and targeted accordingly.
- Our customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
- Our customers are provided with products that perform as we have led them to expect and the associated service is both of an acceptable standard and as they have been led to expect.
- Our customers do not face unreasonable post-sale barriers to change product, switch provider or make a complaint.
As a result you should expect to experience the following when dealing with us and our staff:
- That we understand your requirements and provide products and services to meet those needs.
- That we attempt to answer your questions and enquiries within the scope of our responsibilities. Where the question or enquiry requires more detailed information, we will refer you to the appropriate body or organisation.
- That we have ensured that promotional material is clear, compliant, jargon-free and appropriately targeted.
- That our sales staff have thorough training on all products they sell, understand who they are and are not suitable for, and are encouraged to challenge where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features.
- That we identify the person and our firm at the outset and make clear the purpose of the communication in connection with the hire services.
- That we only approach you at an appropriate time of day.
- That we operate sales remuneration systems which assure fairness to you.
- That we offer after sales contact with you where appropriate to correct or improve on the service already offered.
- That we ensure your complaints are assessed fairly, promptly and impartially, and in line with FCA deadlines and rules.
- That our staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of the service we offer to you.
- That we regularly monitor and reporting on TCF activities as part of our company’s Management Information systems.
- That TCF values, which are set and communicated by Senior Managers, are supported by all staff and understood in the same way.
If you do not feel like we are meeting these objectives please do not hesitate to let us know at sales@roxiecosmetics.co.uk.
If you would like to make a complaint, please refer to our Complaints Policy here.
