Understanding the Consumer Duty
Learn about the Consumer Duty and our commitment to putting our customers' needs first.
Overview
The Consumer Duty is a principle from the Financial Conduct Authority (FCA) that ensures we act to deliver good outcomes for our customers. It's our commitment to putting your needs first, providing products and services that are right for you, and giving you the support you need to make well-informed financial decisions.
Our commitment to you
The Consumer Duty is built on several key principles that guide how we support our customers.
Products and services that meet your needs
We ensure our products and services are designed to meet the needs of our customers. We have a thorough process for reviewing our products to make sure they remain suitable and beneficial.
Fair price and value
We are committed to ensuring our products provide fair value. This means that the amount you pay for a product is reasonable in relation to the benefits you receive.
Clear communication you can understand
All our communications are designed to be clear, fair, and easy to understand. We provide timely information to help you make effective and properly informed decisions about the products and services you use.
Support that works for you
We provide support that helps you use our products as you would reasonably expect. We ensure that you do not face unreasonable barriers when you need to make an enquiry, raise a complaint, or close your account.
Frequently asked questions
What is the Consumer Duty?
The Consumer Duty is an FCA principle that requires financial firms like Capital on Tap to put customer needs first and ensure customers receive good outcomes.
How does this affect my Capital on Tap account?
This is our formal commitment to you. It means we are focused on providing you with suitable products, fair value, clear information, and accessible support regarding your account.
What should I do if I have a concern about the service I've received?
If you have any concerns, please contact our Customer Support team. We are committed to addressing any issues and ensuring we deliver a positive outcome for you.