It is important when seeking credit that you have a good source of information to hand to help you make the right choice. Making the right choice will make a real difference to achieving your goals. You might want to borrow money to replace your car, make home improvements or cover a short term gap in your household budget. In doing so there is a lot to consider. For this reason we have tried to build our website to help you in this journey and to try to answer any questions you might have.
You can use our broking service safe in the knowledge that we do not charge any fees for the information we provide or for the broking service we operate. We’ve managed to do this because we are an online-only business. We don’t operate expensive call centres and we aim to minimise non value-adding costs wherever possible. This makes our “no fee” model sustainable. For more information, see How We Earn Revenue.
We don’t provide advice, but instead aim to empower the visitor to make the choice that they believe best suits their needs and personal circumstances. We have done this by:
When using our broking service we aim to make the cost of products as transparent as we can. When offering alternatives, we do not organise results on the basis of how much we might earn but rather on one or more of the following:
On occasions we may not be able to provide any lenders. In these instances, we will ask other trusted brokers to help. These brokers don’t charge fees either.
In all cases you are never obliged to take out any credit offered to you.
We have always sought to provide the right information to visitors to help them find the right credit solution. We believe our current website is better able than ever to provide that service. But we never rest on our laurels and we are constantly seeking ways to improve how we can serve our customers better.
View our full Treating Customers Fairly policy below.
We (Max Your Finance Ltd trading as Better Chance Loans) ensure clients are at the very heart of all that we do. We are fully committed to providing the highest standards of customer service through our online platform.
Where we have alluded to “Customers” in this policy, we refer to all Third Parties who use our Better Chance Loans website to explore loan options and potentially make an enquiry through it.
Our customers are our most valuable asset and our aim is to ensure we deliver a user-friendly, robust, reliable and cost-effective service to all concerned.
As a part of our overall approach we are fully committed to treating our clients fairly and as such we endeavour to meet their expectations of high quality service.
Our Treating Customers Fairly (TCF) policy is centred on the guidance provided by the Financial Conduct Authority (FCA). With it we ensure we consistently deliver fair outcomes to our customers and take responsibility for both our organisation and our staff (at all levels) in providing an enhanced service to clients, based on a culture of openness and transparency.
As a firm, we take the requirements of the FCA seriously and, in particular, the requirement to treat customers fairly.
The FCA has outlined six key themes which are central to our TCF initiative:
We have set out how we aim to ensure these principles are embedded in our approach to dealing with our clients.
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 all parties who may have dealings with us in the future.
Central to our TCF ethos is our commitment to providing clear and concise information, free of “jargon” and written in plain English.
We respond in a timely manner to our customers’ and prospective customers’ questions and queries, and address any issues or concerns promptly. All customer complaints are dealt with and escalated as appropriate and as required by us in order to meet our obligations to our customers.
Our process is in line with the current guidance from the FCA and is in line with the principles of the FCA that “a firm must pay due regard to the interests of its customers and treat them fairly”.
Senior management will pay attention to the outcomes of complaints, which can serve as an important source of intelligence about the health of our business and systems. We will investigate the root causes of complaints and obtain feedback from customers who have experienced our complaints process in order to improve the level of service that we provide.
We will measure the length of time taken to deal with a complaint, the outcome, and the way in which the outcome is communicated to the customer in order to ensure that we are treating our customers fairly.
For more information, see Our Complaints Procedure.
Last Reviewed: 11th May 2016
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