Test – Online application for providers of personal products
Become a registered firm. Tell us if you are meeting the Standards by answering the following questions
Online application | Personal customers product provider
Please answer all questions as accurately as possible.
To save and return to your application at a later time, ensure you add the correct email address as this will used to provide you with a link to retrieve your application.
Following the submission of your online form, we will get in touch to discuss next steps. Should you have any questions regarding the application, please contact your compliance manager or our office us on email@example.com or 020 7012 0085.
Not quite there yet on adhering to all of the Standards?
Don’t worry, we will work with you and your teams throughout the application process and post-registration to help get you there, providing you with the right level of support along the way to ensure adherence to the Standards.
Financial promotions and communications
Customer outcome: all product information presented to the customer will be clear, fair and not misleading and enable the customer to understand the key features and risks of the product including the interest rates, fees and charges that apply.
Firms will achieve this: with systems and controls at product design, financial promotion and product review stages that assess product performance and ensure product information is clear, fair and not misleading.
Customer outcome: customers will only be provided with a product that is affordable and which meets their needs or requirements.
Firms will achieve this: with systems and controls that ensure the sales process, training and incentives promote the right behaviours and directs their employees, or their agents, to deliver the right customer outcome.
Account maintenance and servicing
Customer outcome: customer requests will be dealt with in a timely, secure and accurate manner. Information provided to customers will be clear in terms of presentation and in clarifying any action that the customer needs to take.
Firms will achieve this: with systems, processes and controls that aim to provide an accurate view of the customer’s relationship with the Firm and the relevant lending products they hold. Information held about, and sent to, the customer is up to date and that this is underpinned by appropriately skilled and knowledgeable staff.
Customer outcome: customers will be helped with managing their finances through pro-active and reactive measures designed to identify signs of financial stress and to help them avoid falling into financial difficulty.
Firms will achieve this: with systems and controls that are capable of identifying, across the relevant products held, where customers may be showing signs of financial stress at any point in the customer lifecycle, and pro-actively engaging with the customer to provide an appropriate solution.
Customer outcome: customers in financial difficulty, or in the early stages of the collections process, will receive appropriate support and fair treatment, across the different communication channels offered, in order to help them deal with their debts in the most suitable way.
Firms will achieve this: with systems and controls that are capable of identifying and subsequently, supporting customers in financial difficulty. Firms should be able to demonstrate that a sympathetic and positive approach has been applied when considering a customer’s financial situation.
Customer outcome: inclusive products and services take into account the broad range of customers to which they may apply and contain appropriate flexibility to meet the needs of customers who may be, or are in, a vulnerable situation. Where customers are identified as, or the Firm has reason to believe that they may be, vulnerable, appropriate adjustments are made to ensure that their individual circumstances are accommodated to enable the customer, or their authorised third party, to manage their account(s).
Firms will achieve this: with systems and controls that are capable of assisting in the identification of customers who are, or may be, in a vulnerable situation, and having appropriate measures, referral points and skilled staff to deal appropriately with the customer once identified.
Governance and oversight
Customer outcome: customers will receive a fair outcome when taking out a consumer credit product and throughout the whole customer lifecycle, wherever the interaction with the customer takes place.
Firms will achieve this: with systems, controls and governance arrangements that ensure that there is effective senior management oversight of the Firm’s achievement of the customer outcomes contained in the Standards of Lending Practice.
This completes your online application process. If you would like to keep a copy of your completed application, please ensure you click on ‘download and print’ before submitting your application.
Once you have submitted your application on the next screen, this will no longer be available to you online.