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Treating Customers Fairly Policy

TREATING CUSTOMERS FAIRLY POLICY – HOME ASSIST 365 LTD

Last Updated: January 2026

INTRODUCTION

The Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) Principle 6 requires a firm to pay due regard to the interests of its clients and treat them fairly.

Home Assist 365 Ltd is fully committed to TCF and this Policy has been designed to demonstrate the application of TCF during our day-to-day activities. TCF is embedded throughout our business operations and the FCA’s six core consumer outcomes are central to everything we do.

THE SIX CORE CONSUMER OUTCOMES

We are committed to ensuring:

  1. Consumers can be confident they are dealing with a firm where TCF is central to the corporate culture.
  2. Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and targeted accordingly.
  3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  5. Consumers are provided with products that perform as we have led them to expect and the associated service is both of an acceptable standard and as they have been led to expect.
  6. Consumers do not face unreasonable post-sale barriers imposed by us to change product, switch provider, submit a claim or make a complaint.
OUR TCF MISSION STATEMENT

We will act with integrity in everything we do and put our customers at the heart of our business.

OUR TCF PRINCIPLES

At Home Assist 365 Ltd, we commit to the following principles:

  • Customers will be provided with clear information and kept appropriately informed before, during and after the point of sale.
  • If we give advice to our customers, the advice will be suitable and take account of their circumstances.
  • Our level of service and product performance will meet the expectations of our customers as far as reasonably possible.
  • We will ensure that there is no barrier for customers to express their requests, concerns or complaints, and will always be responsive to them.
  • Products and services will be designed to meet the needs of our customers.
ASSESSING AND IMPLEMENTING OUR TCF PRINCIPLES

MARKETING

All our financial promotions and marketing materials are reviewed to ensure that they are:

  • Appropriate for our target audience • Presented in a clear, fair and not misleading manner • Accurate and compliant with FCA regulations • Free from exaggerated claims or pressure selling tactics • Clearly display all relevant costs, terms and conditions

We ensure that all advertising and promotional materials reflect our commitment to treating customers fairly and do not exploit vulnerable customers.

SALES, ADVICE AND MANAGEMENT

When providing advice or recommendations, we:

  • Obtain a detailed understanding of the customer’s needs so that our recommendations are suitable • Ensure that our customers understand the services or products being offered • Ensure customers are aware of all risks involved • Clearly explain all fees, charges and payment terms • Provide clear quotations before any work commences • Never pressure customers into making decisions • Give customers time to consider options and seek independent advice if needed • Ensure all verbal and written communications are clear and not misleading

When offering finance options:

  • We fully explain the terms, interest rates, and total cost of credit • We assess affordability and do not encourage customers to take on unsuitable finance • We ensure customers understand their commitment and rights • We comply with all FCA consumer credit regulations
HOME ASSIST 365 LTD SERVICES

We ensure that all our heating and plumbing services:

  • Are clearly described with transparent pricing • Meet Gas Safe and OFTEC standards • Are carried out by qualified, registered engineers • Are completed to the standard promised • Come with appropriate guarantees and warranties • Are suitable for the customer’s needs and property
POST-SALE INFORMATION AND SUPPORT

We strive to keep our customers informed before, during and after service completion:

Before Service: • Clear quotations and explanations of work required • Confirmation of appointment times • Contact information for queries

During Service: • Engineers explain work being carried out • Any additional work required is discussed and quoted before proceeding • Customers are kept informed of progress

After Service: • Completion certificates provided (Gas Safe, electrical, etc.) • Guarantees and warranties explained and provided in writing • Clear invoices with breakdown of costs • Follow-up contact to ensure satisfaction • Easy access to ongoing support

Record Keeping: • Appropriate records are held and can be provided as required on an ongoing basis • We have appropriate capacity for storing and processing information to ensure continuous support • All records are maintained in accordance with GDPR

No Post-Sale Barriers: • We have no post-sale barriers in place which restrict customers’ access to us • Customers can easily contact us with questions, concerns or complaints • We respond promptly to all customer communications • We make it easy for customers to access their service records, certificates and invoices

POLICIES AND PROCEDURES

We have policies and procedures that are relevant to the fair treatment of our customers and which also meet FCA requirements. These include:

  • Conflicts of Interest Policy • Data Protection Policy • Vulnerable Customers Policy • Training and Competence Policy • Financial Crime including Bribery, Corruption and Money Laundering • Complaint Handling Procedures • Financial Promotions Procedures • Health and Safety Policy • Gas Safe Compliance Procedures

All policies are reviewed regularly and updated to reflect current regulations and best practice.

MANAGEMENT INFORMATION (MI)

We produce Management Information to assess our performance against the TCF principles:

  • MI is accurate, timely, consistent and relevant to assist the business to make informed decisions in the best interests of our customers
  • We produce MI reports which are reviewed regularly by senior managers and directors
  • MI includes data on:
  • Customer satisfaction scores
  • Complaint volumes and themes
  • Service quality metrics
  • Response times
  • Completion rates
  • Engineer performance
  • Finance approval and rejection rates
  • Vulnerable customer interactions

This information helps us identify areas for improvement and ensure we continue to treat customers fairly.

AWARENESS AND TRAINING

We ensure that all our staff and engineers are familiar with the TCF Principle and its outcomes:

Initial Training: • All new staff receive TCF training as part of their induction • Engineers are trained in customer service and communication skills • Finance advisors receive specific FCA compliance training

Ongoing Training: • Regular refresher training on TCF principles • Updates on regulatory changes and best practice • Technical training to ensure competence in all services offered • Training on identifying and supporting vulnerable customers

Competence: • We make sure that all staff achieve the necessary qualifications and training to carry out their role to the required competence level • All engineers maintain Gas Safe registration and relevant certifications • We undertake regular monitoring and assessment of our staff to ensure their competence • Performance reviews include assessment of customer service and TCF compliance

COMPLIANCE

We maintain a Compliance Monitoring Programme which:

  • Clearly lists areas of responsibilities and the frequency of checks required • Includes regular monitoring of all key areas of regulatory compliance including TCF • Reviews customer files, communications and service records • Assesses marketing materials and financial promotions • Monitors complaint handling and resolution

Independent Review: • Our compliance function operates independently to ensure objectivity • Regular audits are conducted of our processes and procedures • We carry out an annual TCF Self-Assessment to measure our performance and highlight areas of improvement

FCA Compliance: • As an appointed representative (FRN: 971539) of Koze Group Ltd, we comply with all FCA requirements • We maintain appropriate records and can demonstrate compliance when required • We report any regulatory breaches or concerns promptly

REMUNERATION

We operate a remuneration model that supports fair treatment of customers:

  • We do not reward on sales performance only, to mitigate sales bias • Engineers and advisors are not incentivised to oversell or recommend unsuitable services • The sale of finance is not incentivised • We reward quality of service, customer satisfaction and compliance • All staff contribute to the firm’s overall targets, not just individual sales • Remuneration does not negatively impact on the treatment of our customers

This ensures our staff are focused on providing the best service for customers, not maximising sales.

COMPLAINTS

Our goal is to provide excellent customer service and complaint handling plays a major part in our TCF policy.

We deal with customer complaints:

  • Fairly and objectively • Promptly and efficiently • In accordance with the requirements of the FCA Dispute Resolution Handbook • With a view to putting things right as quickly as possible

All Complaints Are: • Recorded and monitored • Subject to root cause analysis to identify systemic issues • Reported as MI and analysed in senior management meetings • Used to improve our services and prevent future issues

Our full Complaints Policy is available on our website and on request.

CONFLICTS OF INTEREST

We identify and manage conflicts of interest to ensure customers are treated fairly:

  • We do not recommend services that are not needed • We provide honest assessments and quotations • We do not charge for unnecessary work • We disclose any relationships with suppliers or finance providers • We act in the customer’s best interest at all times
FINANCIAL SERVICES

Home Assist 365 Ltd (FRN: 971539) are an appointed representative of Koze Group Ltd, a credit broker not a lender. Koze Group Ltd are authorised and regulated by the Financial Conduct Authority (FRN 811281) registered in England (08357963).

When offering finance options, we:

  • Ensure customers understand the full cost of credit • Assess affordability and creditworthiness • Do not encourage customers to take on unsuitable finance • Provide clear information about terms, interest rates and total repayable amount • Comply with all Consumer Credit regulations • Treat vulnerable customers with additional care and consideration
CUSTOMER FEEDBACK

We actively encourage customer feedback:

  • We conduct customer satisfaction surveys after service completion • We monitor online reviews and respond appropriately • We welcome suggestions for improvement • We use feedback to shape our services and policies

The information we gather from our customers is:

  • Reported in our Management Information • Reviewed by senior managers and directors • Used to help shape strategic decisions • Used to identify training needs and service improvements
CULTURE AND CONDUCT

We encourage a culture of personal responsibility and impress upon all involved with our firm that a good culture is central to the economic health of our business.

We strive to:

  • Build a strong conduct culture which builds customer trust • Inspire employees to deliver excellent service • Ensure all staff understand their role in treating customers fairly • Lead by example from senior management • Reward ethical behaviour and customer-focused service

Getting the culture and conduct right is in the interests of our economic strength, our customers and our reputation.

CONTINUOUS IMPROVEMENT

We frequently review our policies, procedures and practices to ensure that TCF remains central to our firm:

  • Annual policy reviews • Regular training updates • Monitoring of industry best practice • Response to regulatory changes • Implementation of lessons learned from complaints and feedback

We are committed to continuous improvement in how we treat our customers.

CONTACT US

If you have any questions about how we treat customers fairly, or if you have feedback on our service, please contact us:

Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN

Phone: 0117 9474040 Email: helpdesk@homeassist365.co.uk

POLICY REVIEW

This Treating Customers Fairly Policy is reviewed annually to ensure it remains effective and compliant with current regulations.

Last reviewed: January 2026 Next review due: January 2027

We are committed to treating all our customers fairly and putting their interests at the heart of everything we do.

Thank you for choosing Home Assist 365 Ltd.