Trust & compliance
Treating Customers Fairly
Treating customers fairly is an FCA principle and, since the Consumer Duty, an obligation to deliver good outcomes rather than simply avoid bad conduct. This page sets out what that means in practice.
Last updated 24 August 2026
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What this means in practice
The commitments below are what customers should be able to expect from us.
- Products and services designed to meet the needs of the customers they are sold to.
- Fair value — what you pay should be reasonable relative to what you get.
- Information that is clear, fair and not misleading, at the point you need it.
- Support that is as easy to access as the sale was.
- No unreasonable barriers to switching, settling early, or complaining.
How we hold ourselves to it
How customer outcomes are monitored, what management information is reviewed, how often and by whom, is set out here. The Consumer Duty requires a board-level annual assessment; our Consumer Duty page describes the four outcomes we work to.
If we fall short
Tell us. Our complaints procedure sets out how to raise it, and how to escalate to the Financial Ombudsman Service if we do not put it right.
If anything here is unclear, contact us on 0191 380 4680 or email enquiries@q-finance.co.uk.