Treating Customers Fairly is an agenda set out by FCA which helps consumers achieve a fair deal. North Wales Mortgages must be able to demonstrate that we are consistently delivery fair outcomes to our clients and that management within the company is taking responsibility of creating culture where all staff are ensuring clients are treated fairly and achieving the best possible deal. FCA expectations under TCF are the following:

• Demonstrate that senior management have instilled a culture within the firm whereby they understand what the fair treatment of customers means; where they expect their staff to achieve this at all times; and where firms promptly identify (a relatively small number of) errors, put things right and learn from them.

• Be appropriately and accurately measuring performance against all customer fairness issues materially relevant to their business, and be acting on the results.

• Be demonstrating through those measures that they are delivering fair outcomes; and

• Have no serious failings – whether seen through management information (MI) or known to us directly – including in areas of particular regulatory interest we have previously publicised.