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Treating Customers Fairly

These are the key factors which determine our policy of Treating Customers Fairly
What is TCF?

Treating Customers Fairly is a core principle of our company and the way we conduct our business. We are constantly striving to improve our service and develop new and innovative ways to communicate our services and new product information to you.

Central to our Treating Customers Fairly ethos is our commitment to providing clear and concise information, free of "jargon" and written in plain English.

Core Principles of TCF

1: You can be confident that you are dealing with a firm which holds the fair treatment of our customers as central to our corporate culture.

2: Products and services marketed and sold in the retail market are designed to meet the individual needs of our customers.

3: Our customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

4: Where we offer advice to our customers, the advice is suitable and takes account of their individual circumstances.

5: Customers are provided with products that perform as we have led you to expect, and that the associated service is of an acceptable standard, and is as you have been led to expect.

6: Customers will not face unreasonable post-sale barriers imposed to change products, switch providers, submit a claim or make a complaint.

7: We will ensure that any complaints or grievances are handled in a sympathetic, positive and professional manner.

Your feedback is important to us. We want to know whether your experience of us lives up to your expectations.
If you have any feedback, good or bad, let us know, because your views are vital to helping us improve our service to you in the future.

To send us your feedback, please email us at and send us your thoughts.

We are authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Services Register number is 306159. 


Our permitted business is advising on and arranging non-investment insurance contracts and regulated mortgages.

You can check this on the Financial Services Register by visiting the FCA’s website or by contacting the FCA on 0800 111 6768 (freephone) from 8am and 6pm, Monday to Friday (except public holidays) and 9am to 1pm, Saturdays.


If you wish to register a complaint, please contact us:


… writing                The Directors, 1st Mortgage (West London) Limited, Buckingham House East, Buckingham Parade, Stanmore,                                      Middlesex, HA7 4EB.




… phone                020 8385 3210 


If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.


We are covered by the FSCS.  You may be entitled to compensation from the scheme if we cannot meet our obligations. This will depend on the type of business and the circumstances of the claim.



Long term insurance benefits (e.g. Life Assurance)


The maximum level of compensation for claims against firms declared in default is 100% of the claim with no upper limit.


General Insurance


General insurance advice and arranging is covered for 90% of the claim with no upper limit.


Protection is at 100% where claims arise in respect of compulsory insurance (e.g. employer’s liability insurance), professional indemnity insurance and certain claims for injury, sickness or infirmity of the policyholder.


Protection is at 90% where claims arise under other types of policy with no upper limit.



Mortgage advising and arranging is covered up to a maximum limit of £85,000.


Further information about compensation scheme arrangements is available from the FSCS.

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