Moneyway Welcome Pack - Procedure Guide - Flipbook - Page 23
Procedure Guide
Additional support for customers
Financial Incentives
We have a Specialist Support Team that supports
the New Business Processing Team. If you
identify that a customer has additional support
requirements to manage their agreement, such
as the need for large print communications, you
should let our New Business Processing Team
know as soon as possible with the customer’s
consent. We also have a Help & Support section
on our website for full details of how we support
customers here:
The way employees are rewarded and how their
performance is managed are important drivers of
a 昀椀rm’s culture.
Incentive schemes that focus solely on 昀椀nancial
gain and ignore the fair treatment of customers
can lead to poor outcomes and damage the
reputation of your 昀椀rm and that of Secure Trust
Bank PLC.
FCA guidance on the risks posed by 昀椀nancial
incentives can be found here:
Help and Support
Financial Incentives
Financial Crime
The FCA expects all regulated 昀椀rms to have
effective systems and controls to mitigate the
risk that their business is used for the purposes
of 昀椀nancial crime, including fraud and money
laundering.
You should ensure you understand the full
regulatory requirements applicable to your
business and maintain up-to-date policies and
procedures for compliance.
The FCA’s 昀椀nancial crime pages can be
accessed here:
Financial Crime
Our procedures detail the minimum checks we
expect you to perform to a) verify the identity of
customers to prevent fraud, including on delivery
of vehicles, and b) report any suspicious activity.
You must retain certi昀椀ed copies of documents
used for identi昀椀cation purposes and make these
available to us on request.
Further guidance on performance management
can be found here:
Performance Management
Complaints
You are required to work with us proactively to
resolve all complaints raised by a customer or
their representative.
It is important that you understand your
responsibilities as an FCA-regulated 昀椀rm and have
up-to-date policies and procedures for dealing
with regulated complaints.
The FCA complaint handling rules are in the FCA
Handbook, in the Dispute Resolution Sourcebook
or DISP:
Dispute Resolution Sourcebook
You must notify us immediately if you receive any
complaint which may give rise to a claim against us.
This will include all regulated complaints related to
Secure Trust Bank PLC credit agreements.
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