The
Consumer Duty.

Contents.

Championing
the Duty.

As a consumer champion, we strive to meet and exceed the Consumer Duty requirements. We believe in acting in good faith towards our customers, avoiding causing harm, and enabling and supporting them in pursuing their financial objectives. We are dedicated to elevating the standards of care in the lending industry.

Our consumer principle promise.
We promise to deliver good outcomes for our customers across all aspects of our lending proposition. Our Consumer Principle commitment ensures that we document and evidence our dedication to providing customer-centric products and services.

Guided by cross-cutting rules.
To consistently deliver good outcomes for our customers, we adhere to three essential cross-cutting rules:

• Act in good faith towards customers
• Avoid causing harm to customers
• Enable and support customers to pursue their financial objectives

Striving for excellence through 4 key outcomes.
We focus on four key outcomes that are fundamental to providing the best customer experience:

• Outstanding products and services
• Competitive price and value
• Clear consumer understanding
• Exceptional consumer support

Our
approach.

A culture of accountability.
Our Board ensures that our Consumer Duty commitment is deeply embedded within our business, making it a key objective alongside financial performance, risk, and strategy.

Empowering our team.
We provide our team with comprehensive training and support to ensure they fully understand and deliver on the principles of the Consumer Duty. Our training and competence scheme is designed to help our team achieve the required level of competence, enabling them to carry out their functions with confidence.

Transparent communication.
We pride ourselves on open and transparent communication with our customers. We make every effort to provide relevant and accurate information about our products and services, empowering our customers to make informed decisions.

Consistently high service levels.
We set and maintain rigorous service standards to ensure our customers know what to expect from us. By correctly classifying customers, we can provide relevant and accurate product information tailored to their needs.

Robust policies & procedures.
To effectively manage our Consumer Duty commitment, we have implemented a range of policies and procedures, including:

• Anti-bribery & anti-corruption policy
• Consumer Duty policy
• Complaints handling policy & procedure
• Conflicts of interest policy
• A suite of Data protection related policies
• Financial promotions authorisation procedure
• Privacy policy
• Product governance policy
• Risk management documentation
• Training & competence framework
• Vulnerable consumer policy

We regularly review and update our policies and procedures to ensure we continue to meet and exceed the standards set out in the Consumer Duty.

Our dedication to
the Duty.

Familio is wholeheartedly committed to delivering good outcomes for our customers. We understand the significance of the Consumer Duty in safeguarding our customers and strive to meet and exceed its requirements. Our purpose, leadership, people, and governance are all aligned with this goal, and we continue to work diligently to provide our customers with accurate, timely, and relevant product information. We have set service standards in place for our customers and continuously improve our processes to ensure we deliver the best possible lending experience.

At Familio, we believe that the Consumer Duty is integral to our success and the success of our customers. By embedding this commitment into every aspect of our business, we can build trust, foster lasting relationships, and contribute to a fair and transparent lending industry. Your satisfaction and financial well-being are our top priorities, and we will continue to work tirelessly to exceed your expectations.

Our expectations for
third-party partners.

We are dedicated to upholding the highest standards of customer service and care. We have implemented the Financial Conduct Authority (FCA) Consumer Duty to ensure our customers are at the heart of everything we do. We expect our third-party partners to share our commitment to the Consumer Duty principles and apply them to your interactions with our customers. These are our expectations:

Customer first.
Always prioritise the interests of our customers by providing services and products that meet their needs and expectations. Ensure that all communications are clear, fair, and not misleading.

Due diligence.
Conduct thorough due diligence on any products or services you offer to Familio customers to ensure they are suitable, of high quality, and deliver value.

Transparency.
Maintain transparency in all dealings with our customers, including fees, charges, and any potential risks associated with the products or services you provide.

Open & honest communication.
Engage in open and honest communication with our customers, providing them with all necessary information to make informed decisions.

Timely support.
Respond to customer queries and concerns in a timely and efficient manner, offering appropriate support and guidance.

Data protection & privacy.
Safeguard our customers' personal and financial information, adhering to all relevant data protection and privacy regulations.

Continuous improvement.
Strive for continuous improvement in the products and services you offer to Familio customers, staying up-to-date with industry developments and best practices.

Compliance with regulations.
Comply with all relevant FCA regulations and guidelines, including the Consumer Duty principles and other applicable rules.

Our commitment to
monitoring & accountability.

As part of our commitment to the Consumer Duty, we actively monitor the performance of our third-party partners and expect you to maintain the highest standards in your interactions with our customers. We may request regular reports and updates on your compliance with the Consumer Duty principles and any related FCA regulations.

Familio reserves the right to terminate partnerships with any third-party providers who fail to meet our expectations or who are found to be in breach of the Consumer Duty principles or other FCA regulations.

By working together, we can ensure that our customers receive the best possible service and products, fostering trust and long-term relationships. Thank you for your commitment to upholding the Consumer Duty principles and for being a valued partner of Familio.