Consumer Duty

MONTFORT INTERNATIONAL LIMITED

THE CONSUMER PRINCIPLE

This means:

• We keep the customer at the heart of all we do
• All staff are aware of Consumer Duty and what it means to our business
• We review our processes and procedures
• We carry out compliance monitoring
• We collate and review management information
• When we identify any issues we change and improve our processes
• We ask our customers for feedback

CONSUMER DUTY OUTCOME 1 — PRODUCTS AND SERVICES

This means:

• Our financial promotions are properly targeted
• We know our customers and can segment them for marketing purposes
• We track new business based on our marketing
• We fact find our customers and establish what their objectives are
• We carry out research on provider, product, funds and suitability

CONSUMER DUTY OUTCOME 2 — PRICE AND VALUE

This means:

• We assess whether the price our customers pay is reasonable relative to the benefits they receive
• We carry out fair value assessments across our products and services
• We ensure products meet the customer's requirements and represent value for money
• We ensure the Provider meets expected service standards
• We review our fair value assessments on a regular basis

CONSUMER DUTY OUTCOME 3 — CONSUMER UNDERSTANDING

This means:

• All communications are written in plain English
• We respond in a timely manner to queries
• We carry out file reviews to ensure our sales process has been followed
• Our advisers have their skills and knowledge assessed
• We carry out file reviews to check suitability of advice and act on any points identified
• We ask our customers for feedback on our service

CONSUMER DUTY OUTCOME 4 — CONSUMER SUPPORT

This means:

• We deliver on the agreed service with customers
• We have a complaints process and take action on any matters raised as a result of a complaint
• We deal with any customer who wants to change product or switch
• We deal with any customer who wants to claim or complain
• We ensure no unreasonable penalties are applied when a customer requests action

Company Details

Montfort, Home Farm, Shere Road, Albury, Surrey, United Kingdom, GU5 9BL

Montfort International Ltd is authorised and regulated by the Financial Conduct Authority.
Registered in England and Wales — company number: 03131722. VAT number: 753 0108 65.