Treating Customers Fairly
BDS Mortgage Group is committed to putting customers at the centre of its strategy. Our policy statement is as follows:
Our customers
Our customers are at the centre of our strategy. Our priority is to provide them with access to good value products, quality service and a choice of ways to buy through a wide range of distribution channels.
We are committed to ensuring our employees, customers and advisers want to buy our products and services, stay with us and recommend us to their families, friends and colleagues.
We will treat our customers fairly and deliver high quality products and services which meet their reasonable expectations throughout their relationship with us.
Our products and services
We will ensure the products and services offered to customers through us do not contain hidden conditions or rely on complex technical definitions and can be easily explained.
Our service will be shaped by listening to our customers and understanding what is important to them. We will take responsibility for meeting the needs of our customers and these needs will be at the heart of our business. We will always look for ways to improve the quality of our service.
Our employees and advisers
Our employees and advisers are critical to delivering a positive customer experience and treating customers fairly. Our culture will be one which encourages and supports our employees to deliver this.
We will meet our customers’ needs by finding ways to deliver what matters to them, being FRANK in our dealings and working together to meet their needs.
Our shareholders
Our reputation and success are dependent on the satisfaction our customers gain during their experience of dealing with us. This is in the best interests of our shareholders as customers stay with us longer.
In essence, we regard Treating Customers Fairly quite simply as “working with you, for you...”
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