Treating Customers Fairly

Our Treating Customers Fairly (TCF) Policy Statement.

At In Control Debt Solutions Ltd we pride ourselves on being able to provide our clients with transparent and ethical service. Client service is at the heart of operations and our company will deliver the most appropriate advice to an individuals needs.

Our aim is best set out in our mission statement:


“Working together to ensure we meet our customers’ expectations

Treating customers as we like to be treated ourselves”


These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfil this objective we must:

  • Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly
  • Monitor calls and activities to ensure that each advice enquiry is treated consistently and that any advice given is in the customers’ best interests
  • Continually assess the services we provide to ensure we can meet changing requirements
  • Provide documentation to clearly and unambiguously explain how our debt management plans work
  • Empower our staff to ensure any concerns raised by a customer are immediately addressed


We constantly monitor our ability to achieve these standards through:

  • Regular written assessments of individual performance
  • Benchmarking performance against quality standards
  • Internal and external audits
  • Customer satisfaction surveys