Treating Customers Fairly

For the purpose of this document, all references to “customers” will describe third-parties involved in a sale.

The WageDayAdvance company is fully committed to protecting our customers and offering them the best quality of service. We hold ourselves to the highest possible standards.

With a client-first approach to service, we aim to deliver a convenient, reliable, and secure service to everyone we interact with. Our approach involves treating our clients fairly, and ethically, so that we can meet the expectations of our customers.

The WageDayAdvance policy for “Treating Customers Fairly” (TCF) follows the guidance offered by the Financial Conduct Authority (FCA). These guidelines allow us to consistently deliver the right results to customers, and take responsibility for both our business operations, and the staff that we employ at all levels of this organisation.

Our commitment is to absolute transparency and honestly. We believe in the standards set by the FCA, and keep these regulations in mind at all times:

  • Customers should be able to make a complaint with ease.
  • The service customers receive must be of an acceptable standard and quality.
  • Advice provided must consider the unique circumstances of the individual.
  • Customers must always receive clear information and appropriate details before, during, and after the service is provided.
  • Customers should feel confident that they are dealing with a firm that treats customers fairly and believes in high-quality service.

This document outlines our efforts to comply with these guidelines, and we are constantly striving to improve the service we offer. Feedback and constant opportunities for growth provide us with innovative ways to serve our customers and offer the highest possible standards of support.

Central to our strategy for TCF is our dedication to always provide clear information that’s easy to understand and free of technical jargon. The principles of our Treating Customers Fairly strategy include:

  • WageDayAdvance is an organisation that places fair treatment guidelines at the heart of everything we do, and at the centre of our corporate culture.
  • The services that we offer are designed to meet with the individual needs of each unique customer.
  • Our customers will always receive clear and straightforward information before, during, and after their interaction with the service.
  • Advice given to our customers is suitable to their specific needs and considers the individual requirements of each person involved.
  • Our customers will never face unreasonable barriers to issuing complaints or seeking help with the service that they obtain through us.
  • WageDayAdvance considers that any grievances issued by our customers are handled in a positive, sympathetic, and professional way, in a reasonable amount of time.
  • WageDayAdvance will always ensure that members of our staff have the correct training to deliver competent support. Our team members are also trained on data protection.
  • We offer our staff regular training in the principles of TCF, and when required, we will continue to ensure that professional development is enabled through the right documentation, newsletters, and delivery of relevant information.

Our Service

When serving our customers, WageDayAdvance will ascertain the unique requirements of each customer before accepting a deal, ensuring that it remains in line with their experience and knowledge. We consistently aim to understand the requirements of our customers and aim to keep our clients informed in a manner that is clear and fair.

We will keep an accurate record of all our interactions with customers, so that in the event of a discrepancy or dispute, we can provide a full breakdown of the discussions between parties.

We ensure all of our services are delivered with transparency, with no hidden information or complicated technical jargon.

We ensure that our customers can understand any risks associated with our services before beginning a transaction and work hard to ensure risk information is available at all times. In the event that there is a conflict of interest with our service, our customers will be made aware immediately.

Our Approach

It is our priority to provide clients with excellent and high quality service at all times. We always listen to the feedback of our customers to gain a better understanding of what matters to them and take responsibility for meeting the needs of our clients.

We aim to treat our clients with fairness and respect, delivering a high quality of service which meets the individual needs of the relationship they build with us. All of our employees are fully trained before they deal with our customers and know how to ensure that they receive a fair experience.

We at WageDayAdvance provide our employees with the correct training and incentives to encourage them to deliver the best quality of service to our customers.

Handling Complaints

When dealing with complaints, we strive to respond in a timely manner to all customer questions and queries, addressing concerns as soon as we can. We deal with all complaints as fast as possible and accelerate them to the correct people according to the regulatory guidelines given. You can find more information about our complaints procedure in the complaints policy.

Our full fair treatment policy follows the recommendations given by the FCA and adheres to the idea that firms must pay the correct attention to the interests of their customers. Senior management teams for WageDayAdvance pay close attention to the outcomes of complaints, which can help them to make better decisions about how to improve service in the future.

We are committed to investigating the root cause of complaints and obtaining feedback from clients who have issued their complaints to us. We also measure the time taken to deal with an issue and track the outcomes of our efforts to ensure that we’re treating clients fairly.