Treating Customers Fairly (TCF) Policy
Treating Customers Fairly (TCF) Policy
Last updated: 09/25
All regulated firms must “pay due regard to the interests of their customers and must treat them fairly”. At HQ Telecommunications Ltd, this is at the heart of what we do – not just because it is a regulatory requirement, but because it is the right thing to do.
The FCA requires that the interests of our customers are central to how we do business and that our clients receive products and services that meet their needs. HQ Telecommunications Ltd is fully committed to the FCA’s Six Consumer Outcomes, which underpin this policy.
Customers can be confident that:
Culture – They are dealing with a business where fair treatment is central to our culture.
Product Suitability – Products and services are designed and targeted to meet their needs.
Clear Information – They are provided with clear, accurate information and kept informed before, during, and after the point of sale.
Performance – Products perform in the way that customers have been led to expect.
No Barriers – There are no unreasonable post-sale barriers to making a claim, raising a complaint, or switching provider.
Vulnerable Customers – We identify and support vulnerable customers to ensure they are not disadvantaged.
To embed TCF across our business, HQ Telecommunications Ltd:
Provides customers with clear information about the products and services we offer, including pricing, fees, and fair usage policies.
Encourages customers to ask questions if there is something they do not understand.
Ensures our staff are trained and supported to deliver products and services fairly.
Provides access to a formal complaints procedure, available on request and on our website.
Makes this policy available on our website and in alternative formats on request (large print, accessible PDF, etc.).
HQ Telecommunications Ltd has a Compliance Manager who is independent from day-to-day operations.
The Compliance Manager is responsible for monitoring and assessing TCF practices.
Their independence demonstrates HQ Telecommunications Ltd’s commitment to robust compliance.
We regularly measure our performance against TCF objectives:
Monthly reporting on retention rates, sales compliance, and key customer service trends is provided to Senior Management.
Claims and complaints data is reviewed monthly by the Board and our insurer.
The Directors of HQ Telecommunications Ltd own this policy and are accountable for its governance.
This policy is reviewed annually, or sooner if there are significant business or regulatory changes.
If you have any questions about this policy, please contact:
Compliance Manager
HQ Telecommunications Ltd
123–127 Union Street, Oldham, OL1 1TE
Tel: 0161 243 0465
Email: info@hoqtel.co.uk