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Learn what the Consumer Duty is and what it means for you as a Capital on Tap customer.
Overview
This article covers Capital on Tap's commitments under the Consumer Duty, and what to do if you have a concern about the service you've received.
What is the Consumer Duty?
The Consumer Duty is a principle from the Financial Conduct Authority (FCA) that requires firms like Capital on Tap to act to deliver good outcomes for our customers. It's our commitment to putting your needs first, giving you products and services that are right for you, and the support you need to make well-informed financial decisions.
What are Capital on Tap's commitments under the Consumer Duty?
The Consumer Duty is built on several key principles that guide how we support our customers:
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Products and services that meet your needs: We ensure our products and services are designed to meet the needs of our customers, with a thorough process for reviewing our products so they remain suitable and beneficial.
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Fair price and value: We are committed to ensuring our products provide fair value, meaning the amount you pay is reasonable in relation to the benefits you receive.
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Clear communication you can understand: All our communications are designed to be clear, fair, and easy to understand, with timely information to help you make effective and properly informed decisions.
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Support that works for you: We provide support that helps you use our products as you would reasonably expect, so you don't face unreasonable barriers when you need to make an enquiry, raise a complaint, or close your account.
How does the Consumer Duty affect my Capital on Tap account?
The Consumer Duty is our formal commitment to you as a Capital on Tap customer. It means we focus on providing you with suitable products, fair value, clear information, and accessible support for 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're committed to looking into your concern thoroughly and keeping you updated.