Fair Treatment Policy

The Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) initiative is primarily based on the obligation set out requiring a firm to pay due regard to the interests of its clients and treat them fairly. Westcountry Funeral Service (WFS) is fully committed to TCF and this Policy has been designed to demonstrate the application of TCF during the course of our day-to-day activities.

The FCA’s six core consumer outcomes which explain what it wants TCF to achieve for consumers are:

  • Consumers can be confident they are dealing with firms where TCF is central to their culture.
  • Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and targeted accordingly.
  • Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Consumers are provided with products that perform as firms have led them to expect and the associated service is both of an acceptable standard and as they have been led to expect.
  • Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Our TCF Principles

  • Customers will be provided with clear information and kept appropriately informed before, during and after the point of sale.
  • Our level of service and product performance will meet the expectations of our customers as far as reasonably possible.
  • We will ensure that there is no barrier for customers to express their requests, concerns or complaints, and will always be responsive to them.

Assessing and implementing our TCF Principles

Marketing

All WFS’s promotions and marketing literature is reviewed to ensure that it is appropriate and is presented in a clear, fair and not misleading manner.

Sales, Advice, Management 

We ensure that our clients understand any service or product offered and are aware of all applicable charges.

Post-Sale Information and Support

Appropriate records are provided as required and on an ongoing basis. We have appropriate capacity and processing arrangements in place to ensure our continuous support and that there are no post-sale barriers.

Policies and Procedures

WFS have policies and procedures that are relevant to the fair treatment of clients and also achieve adherence to FCA requirements, these include;

  • Data Protection Policy
  • Training and Competence Policy
  • Complaint Handling Procedures

Management Information

WFS produces MI in order to assess its performance against TCF principles. We ensure that MI is accurate, timely, consistent and relevant in order to assist the business in making informed decisions in the best interests of our clients.

Awareness/Training

WFS ensures that all staff are familiar with the fundamental principles of TCF. In addition, where applicable, staff are trained in order to suitably advise on and efficiently explain and provide products and services. We make sure that all of our staff achieve the necessary training in order to carry out their job functions with the required competence level. We undertake regular monitoring and assessment of our staff so that we can be certain of their competence.

Compliance

WFS agree to be bound by the regulations and principles of the TCF initiative and work with other agencies and organisations to measure standards.

Remuneration

WFS operates a remuneration model that mitigates sales bias and rewards staff in a way that would not negatively impact its clients.

Complaints 

WFS aims to provide excellent customer service and complaint handling is a major component of its TCF measures. We deal with customer complaints fairly and  objectively and attempt to put things right as quickly as possible, in accordance with the rules laid down by the FCA. All complaints are recorded and monitored and reported and analysed in order to strive for better.

Conclusion

WFS’s culture is in line with the outcomes stipulated by the FCA’s TCF initiative.  However, we frequently review our policies, procedures and practices to ensure that TCF remains a crucial part of our business.

We ask our clients to provide us feedback, sometimes formally through customer surveys, so that we can improve our service. The information we collate from our clients can be reflected in company MI and reviewed by senior managers to help shape any strategic decisions.

What our
customers say...

Richard and his team are consummate professionals who supported us at the most challenging of times.

Gary G.

When Mum passed, you were an absolute Godsend to me. You helped more than I could have expected

V. Daniels

Nothing was too much trouble.

Chris

Richard was recommended by a friend. I immediately felt comfortable and relaxed. He was a good listener, easy to talk to and his manner was reassuring and helpful. I can't thank him enough for seeing us smoothly through this traumatic time.

Anne P.

I lost my husband in his early 50's and Richard took over with great empathy, kindness and discretion. The professionalism of both him and his team was exemplary, even down to organising the traffic so that my husband's biker friends could follow us to the funeral. From the bottom of my heart, I thank you.

S. Boorer

Nothing was too much trouble. Everything from start to finish was absolutely perfect, the attention to details also superb including the timing of the drivers closing on both car doors, in my eyes, with that attention to detail I knew my Dad was in safe hands

Lee A.

I cannot recommend Richard enough for his compassion, professionalism and kind and thoughtful approach when dealing with myself and my family at such a difficult time. Nothing was too much bother for Richard.

J Kelly

We can't rate Westcountry Funeral Service high enough for their level of compassion .... nothing was ever too much trouble. Excellent communication throughout the whole process and everything was done to a high professional standard. I would highly recommend Westcountry Funeral Service.

Tristan S.

From start to finish the professional service that we received was excellent. We would recommend this company to anyone who sadly is in need of this service.

Peter C.

Throughout the undertakers were superb, calm, stewarding agents of remarkable humanity... It was an incredible experience - a good disturbance of the heart.

Paul C

Richard took over and gave our father's funeral dignity. An excellent all round service that I have no hesitation in recommending.

David H.

.. they looked after my mum, and all the details with the highest standard and went above and beyond.

Karen S.

...unbelievable from start to finish. It is rare to find such a truly personal service

Ben S.

From the moment we contacted Richard we knew our loved one, and the family, were in the safest hands. Outstanding care, service and value for money

Chris D.