As of 31 July 2023, the Financial Conduct Authority's (FCA) Consumer Duty came into force, aiming to ensure that customers of financial services companies receive 'good outcomes’ and that financial services firms provide evidence that these outcomes are being met. Under these guidelines, we have a responsibility to:
- Provide clear information about products, terms and conditions, so it is easy for customers to make informed decisions
- Respect customers' varied needs, including any in vulnerable circumstances, and do so every time they interact with them (for example, through proportionate and appropriate forbearance and enforcement policies)
- Offer genuinely helpful customer support which is easy to access
There are a number of ways in which we uphold these regulations. This includes:
- Providing clear information about products on the Raisin UK marketplace, including terms and conditions and projected interest earned
- Providing clear information via Raisin.co.uk with guides, FAQs and a chatbot, so you can find the information you need
- Keeping your money safe and secure through FSCS protected savings accounts and your personal Transaction Account
- Offering multiple ways for you to contact Customer Services, including via email, telephone, letter, and secure message via your Raisin UK Account
- Offering additional support and accessibility adjustments for all customers