Putting Customers First
At Bassetts Financial Consultants Ltd, we are committed to delivering outcomes that put our clients’ interests at the heart of everything we do. The FCA’s Consumer Duty builds on the principles of Treating Customers Fairly, aiming to ensure that consumers consistently receive good outcomes from financial products and services.
We take our responsibilities seriously and are committed to embedding a culture across our firm where fair treatment of customers is central. Our senior management ensures that all staff act in the best interests of our clients and consistently deliver positive outcomes.
We focus on the following key principles:
- A customer-first culture: You can be confident that the fair treatment of clients is embedded in our culture and approach.
- Products and services designed for your needs: We only offer products and services that are appropriate for the clients they are intended to serve.
- Clear and timely information: We provide transparent, easy-to-understand information before, during, and after any advice or service.
- Suitable advice: Any advice we give is tailored to your individual circumstances and objectives.
- Products and services performing as expected: Our recommendations and the services we provide meet the standards we set and what we communicate to you.
- No unreasonable barriers: We make it straightforward for clients to switch products, change providers, make claims, or submit complaints without unnecessary obstacles.
At Bassetts Financial Consultants Ltd, our commitment to the Consumer Duty reflects our ongoing promise: to act in your best interests, provide clear guidance, and ensure that every client receives a fair, transparent, and positive experience.
If you ask us to arrange a mortgage for you, we normally charge a fee of around £595, depending on your circumstances. In addition to this we will be paid commission by the lender. Full details will be agreed with you at outset.
Complaints Procedure
Please contact us in the first instance if for any reason you feel dissatisfied with any aspect of our service.
We will do everything we can to address your complaint and attempt to put things right as quickly as possible.
If you are unhappy with the service you have received or a product we have arranged on your behalf, a copy of our complaints procedure, which sets out how we will handle your complaint, is available upon request.
If you would like to make a complaint please contact us either in writing to:
First Complete T/A PRIMIS Mortgage Network
Newcastle House
Albany Court
Newcastle Business Park
Newcastle upon Tyne
NE4 7YB
If you prefer, you may telephone the Compliance Department on 0191 233 4685.
If we are unable to settle your complaint or you are unhappy with our response, the Financial Ombudsman Service may be able to help. We will explain how at that point. If you require further information about the Financial Ombudsman Service you can contact them directly: Tel: 0800 023 4567. Website: www.financial-ombudsman.org.uk
