Treating Customers Fairly

LVC is committed to treating all customers fairly while providing excellent customer service. As part of this, LVC follows the Financial Conduct Authority's Six Guiding Principles:

  • Outcome 1 Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to their corporate culture.
  • Outcome 2 Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
  • Outcome 3 Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Outcome 4 Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Outcome 5 Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Outcome 6 Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

We meet these requirements by:

  • Aiming to understand the needs of our customers.
  • Ensuring customers understand the financial risks associated with our services.
  • Ensuring marketing of products and correspondence is clear and unambiguous.
  • Tailoring any advice provided so that it is appropriate for the customer's individual needs and circumstances.
  • Ensuring we follow the requirements of data protection and that customers' details are kept secure and confidential.
  • Handling any complaint promptly with clear and unambiguous responses.

Version 06/2019. Next review 06/2020.