Treating Customers Fairly

At EVOGO Ltd, we’re dedicated to giving you top notch customer service, all in line with the new Consumer Duty Principle 12 about Treating Customers Fairly (TCF), which is overseen by the Financial Conduct Authority (FCA).

The FCA expects every organisation to consistently deliver fair outcomes for customers and to clearly show how they’re doing just that. The actions of all staff, at every level, and the underlying company culture must stick to the TCF policy.

Treating our customers fairly has always been right at the heart of what we do, and we promise to provide the highest standards of client service, advice, and support throughout your time as a customer with us.

We stick to the FCA’s six guiding principles, which make sure that:

• Customers can be confident they’re dealing with firms where treating them fairly is a fundamental part of the company culture.
• Products and services sold in the retail market are designed to meet the needs of specific customer groups and are targeted appropriately.
• Customers are given clear information and are kept properly informed before, during, and after they make a purchase.
• When customers receive advice, it’s suitable and takes their circumstances into account.
• Customers are provided with products that perform as the firm has led them to expect, and the associated service is of an acceptable standard and as they’ve been led to expect.
• Customers don’t face unreasonable post sale barriers imposed by firms after a sale if they want to change a product, switch provider, make a claim, or lodge a complaint.

How We Put TCF into Practice Day to Day:

• We continually aim to understand the wants and needs of our customers.
• We make sure our product marketing is aimed at the right people, is clear and not misleading, and highlights any risks or conditions as well as the main features and benefits of a product.
• We ensure our clients understand the risks involved with our services right from the start.
• We keep our clients fully informed in a clear and fair way that isn’t vague or misleading.
• We ensure our services are delivered with clarity and transparency and don’t contain hidden conditions or rely on complicated technical jargon.
• Any advice given will be appropriate and will consider the customer’s individual needs and circumstances.
• We take our clients’ privacy seriously and make sure our staff know and follow the rules about data protection to keep clients’ details safe and confidential.
• We take any complaint seriously and will deal with them promptly, making improvements to how we work where needed.

What We Expect From You:

To make sure you have the best possible experience with us, we also rely on you (our customer) to:

• Engage with us and provide accurate information.
• Ask questions if you’re not sure about anything regarding the product or service.
• Let us know if you need any extra help to understand the product.
• Read all letters and emails carefully to make sure the product you’ve chosen meets your needs.
• Think about your financial needs regularly and consider getting further advice if your circumstances change.

What to Do If You Feel You’ve Been Treated Unfairly:

We aim to provide a very high standard of service to all our customers, but now and then, things can go wrong, and if they do, we want to hear about it. Please have a look at our Complaints procedure page, where you’ll find details of how we handle complaints and the information we need to look into things as quickly as possible.

Version 1, July 2025