V12 Procedure Guide - Flipbook - Page 30
Product + Procedure Guide
The New Business Processing Team opening
hours are Monday to Friday 9am to 7pm.
Saturday 9am to 5pm, Sunday and Bank
Holidays 10am to 4pm.
*You must not continue with any application
for 昀椀nance where you have concerns regarding
the customer’s mental capacity. For example,
if they appear unable to understand 昀椀nancial
information presented to them. If this situation
arises, please contact our New Business
Processing Team for advice before proceeding.
Additional support for customers
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:
Help and Support
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.
Financial Incentives
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:
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.
Further guidance on performance
management can be found here:
Performance Management
You should ensure you understand the full
regulatory requirements applicable to your
business and maintain up-to-date policies and
procedures for compliance.
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