Treating Customers Fairly (TCF)

We aim to pay due regard to our customers and treat them fairly. We assess and monitor our business practice and procedures on a regular basis for TCF, aiming to ensure our customers receive the best terms, advice and service.

Kellands Chetwood Ltd’s policy on Treating Customers Fairly is balancing the customer’s needs with the firm’s needs, being absolutely clear about what the firm and its services offer, and being transparent about fees and levels of service.

Specifically this requires that:

• Our customers should clearly understand the nature of the services we provide, including our terms, conditions and charges.
• Customers must clearly understand the risks inherent in the markets and securities in which they invest through us.
• We must communicate in an open, transparent and easily understandable manner and have a clear understanding of Customers investment objectives, investment experience, attitude to risk, financial standing and resources.
• We must be clear about the suitability of our recommendations to our customers.
• We will not promise to provide services we are not able or equipped to deliver.
• Training and Competence programs must embed the concept of "Treating Customers Fairly" within our corporate culture.
• Our complaint procedures must be clear, unambiguous and impartial.

We must be able to measure the effectiveness of our policies of treating customers fairly.

Kellands Chetwood Ltd is authorised and is regulated by the Financial Services Authority. FSA Firm reference number 195024. http://www.fsa.gov.uk/register Registered in England | Company No. 4021559