Treating Customers Fairly

Treating Customers Fairly Policy

Policy Statement

Rosenthal Capital Ltd (Rosenthal) places customers at the forefront of our operations, committing to provide the highest standards of customer service and advice. In this policy, when we refer to "Customers," we encompass all third parties connected with the sale.

Our customers are our most valuable asset, and our mission is to deliver a user-friendly, robust, reliable, and cost-effective service that meets their expectations of high-quality service.

As part of our overarching approach, we wholeheartedly embrace the principle of treating customers fairly (TCF), aligning ourselves with the guidance provided by the Financial Conduct Authority (FCA). Our aim is to consistently deliver fair outcomes to our customers, taking responsibility for the Firm as an organisation and ensuring that our staff, at all levels, provide enhanced service quality based on a culture of openness and transparency.

While we are not obligated to be regulated by the FCA, we voluntarily adhere to FCA guidelines on treating customers fairly.

FCA's Treating Customer Fairly Outcomes

The FCA has outlined six key themes central to our TCF initiative:

  1. Customers should have confidence in dealing with firms where treating customers fairly is embedded in the corporate culture.
  2. Services marketed and sold should aim to meet customers' needs and be targeted accordingly.
  3. Customers should receive clear information and be kept appropriately informed before, during, and after service provision.
  4. When providing advice, it should consider a client's individual circumstances.
  5. The service provided should meet acceptable standards.
  6. Customers should not face unreasonable barriers when making complaints.

We have detailed how we aim to ensure these principles are integrated into our approach to dealing with our customers.

Treating Customers Fairly is a fundamental principle of our company and guides our business conduct.

Core Principles

The core principles of our "Treating Customers Fairly" Policy are as follows:

  1. We consider the fair treatment of our customers central to our corporate culture.
  2. Products and services marketed and arranged in the market are designed to meet individual customer needs and are marketed in accordance with CONC 3.
  3. Customers receive clear information and are kept appropriately informed before, during, and after finance arrangements.
  4. Our advice to customers is suitable, taking into account individual circumstances and understanding their requirements.
  5. Customers will not encounter unreasonable post-lending barriers to change products or make a complaint if products are not fit for purpose or substandard.
  6. We handle complaints and grievances sympathetically, positively, professionally, and within a reasonable timeframe.
  7. We ensure our staff receive relevant training in areas such as competence and data protection, enhancing the quality of service provided to customers.
  8. We offer regular training to our staff in the principles of TCF, encouraging continuous professional development through reading trade press, FCA website updates, newsletters, and the dissemination of relevant information.

Our Service

We assess the appropriateness of the requested service for all new customers before accepting a deal, ensuring alignment with their knowledge and experience. We consistently strive to understand our customers' needs, maintain clear and fair communication, and provide services with clarity and transparency, devoid of hidden conditions or complex technical definitions.

In cases of conflict of interest, we promptly inform our customers once we become aware of the conflict.

Our Approach

Our top priority is delivering excellent service underpinned by quality and choice. We shape our service by listening to our customer's needs and understanding their priorities. We take responsibility for meeting our customer's needs, continually seeking ways to enhance the quality of our service.

Our employees are vital to delivering a positive client experience and ensuring fair treatment of customers. We foster a culture that encourages and supports our employees in delivering fair treatment.

We train all our employees in dealing with customers and treating them fairly. Our remuneration and incentives encourage fair treatment and ongoing improvement.

Complaints Handling

We respond promptly to customer questions and queries, addressing issues or concerns promptly. All customer complaints are dealt with and escalated as required to meet our obligations. Our policy aligns with current FCA guidance and principles, ensuring fair treatment of customers throughout the complaints handling process.

Senior management closely monitor complaint outcomes, investigating root causes and obtaining customer feedback to improve service quality. We measure the time taken to deal with a complaint, the outcome, and the way it is communicated to the customer, ensuring fair treatment throughout the process.