Treating Customers Fairly Policy

Introduction

At R u The 1, we are committed to ensuring the fair treatment of our customers. This commitment is embedded in our Treating Customers Fairly (TCF) Policy, which aligns with best practices in the financial services industry. By placing fairness at the heart of our operations, we strive to deliver transparent, effective, and customer-focused outcomes.

While we are not an FCA-regulated entity, we voluntarily adhere to key principles inspired by the Financial Conduct Authority (FCA) to enhance service quality and foster strong customer relationships.

Implementing the Six Consumer Outcomes

We adopt and integrate the FCA’s Six Consumer Outcomes into our business practices:

Corporate Culture – Customers can trust that fair treatment is central to our business operations.
Product Suitability – Our products and services are designed to meet the needs of our identified customer groups.
Clear Communication – Customers receive accurate and clear information before, during, and after any transaction.
Appropriate Advice – Where advice is provided, it is suitable and considers customers’ individual circumstances.
Service Performance – Products and services perform as expected and meet promised standards.
Post-Sale Support – Customers do not face unreasonable barriers when changing products, switching providers, submitting claims, or making complaints.

Our Commitment to Customers

We ensure fairness in all aspects of our service by:

Providing clear, accurate, and accessible information about our products and services.
Ensuring that all communications are fair, transparent, and not misleading.
Designing products and services that meet the specific needs of our customers.
Keeping customers informed before, during, and after the point of sale.
Delivering products and services that perform as expected and meet industry standards.
Preventing unnecessary barriers for customers looking to change products, switch providers, or raise concerns.

Customer Responsibilities

To help us maintain the highest standards of service, we ask our customers to:

Keep their contact details up to date to ensure smooth communication.
Inform us if any aspect of our service is unclear so we can provide clarification.
Provide feedback to help us enhance our products and services.

Commitment to Fairness & Transparency

At R u The 1, we foster a culture of fairness, transparency, and customer satisfaction. By aligning our practices with these principles, we aim to build lasting relationships and deliver services that exceed expectations.