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Griffin Fiduciary Limited- Treating Customers Fairly Policy Statement
Griffin Fiduciary Limited places the fair treatment of clients at the heart of the way we conduct our business. We are committed to providing a professional, transparent and responsive service and to dealing with clients, prospective clients and other parties fairly and with integrity.
Griffin Fiduciary Limited operates independently in the unregulated business finance market and is not currently authorised by the Financial Conduct Authority. Nevertheless, we believe that the principles of fair treatment, clear communication and responsible business practice represent appropriate standards by which our service should be measured.
Our commitment to treating customers fairly is therefore embedded within our own business practices and culture.
Our Principles
We aim to ensure that:
- Clients are treated fairly, professionally and with respect throughout their dealings with Griffin Fiduciary Limited.
- Our services are presented clearly and accurately and are directed towards clients for whom they are appropriate.
- Clients receive clear and understandable information about our services, our role and the finance arrangements we are assisting them with.
- We take reasonable steps to understand a client’s objectives and circumstances before identifying appropriate unregulated business finance options.
- We communicate openly about relevant fees, commissions, material conditions and potential conflicts of interest.
- Where specialist legal, tax or regulated financial advice is required, we make clear the limits of our role and, where appropriate, can introduce suitably qualified or authorised professional advisers.
- Clients are able to raise concerns or complaints without unreasonable barriers and can expect those concerns to be considered fairly and promptly.
Our Service
We seek to understand the nature and purpose of each client’s funding requirement before progressing an enquiry.
We aim to communicate in plain English and provide information that is clear, fair and not misleading. Where a transaction involves complex lending structures, conditions or terminology, we will endeavour to explain these clearly so that clients understand the funding options being considered.
We maintain appropriate records of our dealings with clients and other parties involved in a transaction.
Where material risks, conditions or limitations relating to a proposed finance arrangement are known to us, we will seek to bring these to the client’s attention.
Where an actual or potential conflict of interest arises, we will disclose it appropriately and seek to manage the situation fairly.
Our Approach
Our aim is to provide a high-quality, personal service based upon transparency, professionalism and long-term client relationships.
We recognise that every client and transaction is different. We therefore take time to understand the client’s objectives and funding requirements and work with lenders and other professional parties to progress transactions efficiently.
Our team is expected to maintain appropriate knowledge and competence for their respective roles and to remain informed about developments affecting the commercial and property finance markets in which we operate.
We regularly consider how our service can be improved and regard client feedback as an important part of that process.
Complaints Handling
Griffin Fiduciary Limited aims to respond promptly and fairly to questions, concerns and complaints.
Complaints will be acknowledged, investigated and dealt with professionally within a reasonable timeframe. We will consider the circumstances giving rise to a complaint, communicate our findings clearly and, where appropriate, take steps to address any shortcomings identified.
We also use complaints and client feedback as an opportunity to review our procedures and improve the quality of our service.
We also use complaints and client feedback as an opportunity to review our procedures and improve the quality of our service.