Treating Customers Fairly (TCF)

Whilst we are not regulated by the Financial Conduct Authority (FCA), Treating Customers Fairly (TCF) is a key principle of our company.

Agallwal Properties pays attention to and aims to achieve certain standards to protect our consumers, which is in line with the FCA’s Consumer Duty rules which came into force in July 2023, with the aim to fundamentally improve consumer protection.

Achieving fair and positive customer outcomes is central to our company culture and approach. We hope that by publishing this policy our customers and partners can clearly see what is important to us as a company and how we aim to achieve high standards in customer care.

This policy aims to document our approach to TCF in cases where a customer is browsing our website and looking at our services, with a view to engaging with us in business

As a high-level objective, our company aims to provide the following:

1. An excellent culture that is built around TCF.

2. A framework for all staff to apply when making decisions that affect customers.

3. Achieve a TCF guideline meeting the standards of the FCA & other relevant bodies.

Five Client Outcomes

There are five client outcomes that our company aims to achieve in order to ensure the fair treatment of clients.

1. Clients can be confident that they are dealing with a company where their fair treatment is central to our corporate culture.

We aim to achieve this outcome by publishing our TCF policy with all of our client documents and by following it internally within our business. We also aim to continuously improve as a company as this is very important to us as a forward-thinking organisation.

2. The services and advice that we provide to our clients takes into account their circumstances so that they receive a suitably designed and a bespoke service to meet their needs accordingly.

We aim to achieve this outcome by working closely with our clients in a consultative manner and really understanding their needs so that they can be assured that we are there to support them every step of the way and fully understand them, before we do anything or provide them with any advice or service.

3. Clients are provided with clear information and are kept appropriately informed before, during and after the completion of the service.

We aim to achieve this outcome by striving to write our key documents in customer friendly language. In addition, to that we provide close communication and regular updates so that our clients are always aware of what is happening and at what stage the of the process our service to them is at.

4. We are always looking at ways to improve our services so that our clients can feel confident our services are always at the fore front of the industry.

We aim to achieve this by learning from the challenges that we over came and then formulating the best practices that we learned on each project, we also closely monitor what our competitors are doing so that we can emulate their better practices and avoid the not so good practises in the industry as a whole. This is what allows us to look at ways to improve our services and allow our clients to feel confident that we are always at the fore front of the industry.

5. We are always there for our clients when they need us and we always look to provide them with an amicable solution if they are unhappy with our service.

We aim to achieve a mutually desired outcome by listening to their feedback both positive and negative, then we look to see what we did well and how it can be improved as well as what was not so good and how we can rectify it, if needs be and not let it happen again. We also provide them with information about their rights and the redress schemes available to them if they wish to escalate it.

Company Culture

We are a proud SME business and as a result it is extremely important to us that we set a company culture that allows us as a team to make the right decisions for our customers at all times. We aspire to create and maintain a TCF focussed culture through the following ways:

1. Leading by example and promoting an ethical approach to decision making

2. Working with highly ethical & skilled professionals who will provide a quality service

3. Having an environment that allows us to make decisions in our clients best interests

4. Having the right tools to embed a continuous improvement approach

5. Ensuring that our company ethos is understood at all times by those we work with us

6. Making sure our clients & partners alike feel valued to be able to raise issues

7. Building a strong client focused offering when we set out our company plans

8. Achieving a positive balance in all aspects of our business

9. Continually looking at ways to improve our offering across the board

10. Looking at the industry as a whole to see what we can do to be a market leader

Client Experience

We focus on client feedback both positive and negative, which we then utilise so that we can look to implement best practices across the board, thus allowing us to provide a better service all round, for our clients and also create a more harmonised work environment for everyone that works with us, to be able to perform at their optimum maximum.

To achieve this we:

1. Track customer feedback through legitimate public websites such as Google, Facebook, Instagram, LinkedIn or other independent sources, to see if our clients likelihood would be to recommend our services.

2. Invite clients to provide feedback at any stage of the process.

3. Analyse feedback received both positive and negative, so that we can continually improve our processes.

Client Complaints

Our client feedback procedures are focussed to understand the information received and then turn negative outcomes into positive ones wherever possible. We believe that it is vital for our clients to make a complaint as this is an opportunity to learn and put things right.

There is a quote from our Managing Director Éamonn Gallagher on our website which says the following: “This industry is a people business so it is vital that we understand our clients needs and long-term aspirations then we can offer them the right solution, as people don’t care what you know till they know that you care.”

 To achieve this we undertake the following procedures:

1. Ensure that our complaints process is clearly communicated to our clients when they engage our services.

2. We make it easy for complaints to be submitted online or via any other routes such as email, phone or in writing.

3. We closely monitor every complaint received so that we can deal with the issue professional and to analyse the themes.

4. We deal with each complaint professionally and in a timely manner

5. Where the complaint cannot be resolved at the point of initial contact, we escalate the matter to accordingly and make the client aware of the recourse options available them if they still are not satisfied.

Leadership & Management

We are conscious that leadership is critical to ensure that we deliver this policy. We have focussed on the following points to ensure that we have the right procedures in place:

1. Our company policy is very client focussed, which is in line our company ethos of putting the client first where possible.

2. Our organisational and planning structures are developed to listen, observe, and provide feedback where possible to all people we interact with both clients and consultants alike.

3. We keep structed records of any complaints that we receive so as to be able to deal with them in both a timely and efficient manner.

Quality Control & Governance

We have developed internal systems to support quality control. It is our belief that this function has a direct impact on customer outcomes.

1. We have an internal system in place to review company practices so that we can adjust accordingly in order to maintain high standards around TCF.

2. We aim to ensure that all findings are followed up, acted upon and implemented in a timely, efficiently and effective manner so as to keep the high standards that are required in relation to TCF procedures.

External Audit

In relation to External Audit’s as we are not regulated by the Financial Conduct Authority (FCA), we don’t have anyone currently undertaking independent reviews of Agallwal Properties and our services. However we do consult with trusted partners to see where things can be improved within the company overall particularly in relation to TCF procedures;

Partnership Incentives

We like to look after our valued partners here at Agallwal Properties. So we work hard to connect and acknowledge the great work that they do with us and we socialise with them and treat them to evenings out at our expense.

Internal Systems

We are always monitoring how we work internally overall so as to provide a more bespoke operating business system, that allows us to streamline our practices and make our operations more efficient and smooth.

Contact Information
If you have any questions, concerns or complaints, you can contact our privacy and data officer Éamonn Gallagher.

Company: Agallwal Properties

Address: Arnos Grove, London N11 1AN

Contact: Éamonn Gallagher

Phone: 075 1555 1222,

Email: eamonn@agallwalproperties.com

You can also contact us through the contact form available on our Site.

Effective Date: 1st day of January, 2024.