- Clients can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
- Products and services marketed and sold in the retail market are designed to meet the needs of identified client groups and are targeted accordingly.
- Clients are provided with clear information and are kept appropriately informed before, during, and after the point of sale.
- Where clients receive advice, the advice is suitable and takes account of their circumstances.
- Clients are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and also as they have been led to expect.
- Clients do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
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