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Treating Customers Fairly - Good Customer Outcomes

1. Complaints:
   We will apply a consistent approach.
   Customers will be treated as individuals – responses will be personalised, not generic.
   Timescales will be adhered to.
   Levels of compensation will be justifiable.
   Errors will be dealt with quickly and procedures changed to prevent reoccurrence.
   Complaints will be accepted by telephone, as well as in writing.
2. Rate Changes:
   Rate changes will be processed accurately.
   They will be implemented in a timely manner.
   Customer notifications will be correct and sent out within acceptable timescales.
   Quality checks will be carried out.
   Any errors will be corrected quickly.
3. Fees.
   Fees will accurately reflect the true cost of administration.
   These will be applied correctly and in a timely manner.
   Our fee scale will be transparent.
   Fees will be clearly advised and communicated (verbal & written)
4. SLA's.
   We will adhere to any pre-agreed timescales.
   If timescales cannot be met, we will advise the customer.
   Quality checks will be carried out.
   If a response to a customer's letter cannot be sent within acceptable timescales, when further investigation is required, we will send a written acknowledgement and inform the customer of a realistic timescale for resolving any issues/handling any queries.
5. Call Quality.
   Quality checks will be done in a timely manner.
   Checks will ensure that any agreed actions are carried out and safeguard against 'broken promises'.
   Checks will confirm that the correct information is provided.
   The customer will be shown respect, and treated politely.
   The customer will be treated as an individual.
   We will apologise for any errors.
   The content of each call will be summarised, as part of the closing, to ensure that the customer understands what has been discussed/agreed.
   Any transfers, to other departments, will be completed within acceptable timescales and 'waiting time' will be kept to a minimum.
6. Regulatory Adherence.
   Regulatory requirements will be adhered to.
   We will act on FSA guidance and recommendations.
   We will communicate regulatory updates to all relevant departments.
   We will investigate any suspicions of fraudulent activity and take the appropriate action, in line with Financial Crime regulations.
7. Letters & Statements.
   These will be clearly written and free of jargon.
   The correct information will be quoted.
   Letters and statements will be sent to the correct customers.
   The tone will be professional & appropriate.
   Letters will be sent in a timely manner and compliant with regulatory guidelines.
   All points will be addressed.
   All relevant enclosures, e.g. leaflets, will be included.

Wednesday, February 22, 2012

Security & Privacy Policy | Legal Notice

*Calls may be recorded for training, monitoring and regulatory record keeping purposes
Amber Homeloans Ltd is authorised and regulated by the Financial Services Authority under registration number 306346
Registered office: The Bailey, Skipton, North Yorkshire, BD23 1DN Registered in England and Wales number 2819645
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.
Subject to status and valuation. Amber requires a first mortgage on the property. Minimum age 18 years. Site intended for UK residents only.