All Financial Services Authority regulated Companies must demonstrate that they "pay due regard to the interest of their customers and treat them fairly". Delivering great service to our customers has always been at the heart of our business. We are committed to insuring that fairness is integral to our daily business.

The following statements summarise what TCF means to our company.

For our customers:

• • Being able to identify with our customers and understand them and their needs.
• • Having trained and competent people dealing with all our customers.
• • Employees only providing advice in areas where they are competent and authorised
• • to do so.
• • To deliver a service to our customers that meets or exceeds their expectations.
• • Being considerate and appropriately transparent.
• • Communicating in an open and fair manner with clear, precise and relevant
• • supporting documentation.
• • Providing an appropriate level of post sale service.

Business practice:

• • Conducting an ongoing review of how we conduct our business to ensure we are treating
• • our customers fairly.
• • Ensuring we effectively recruit competent persons and identify any training needs at the
• • outset of employment (prior to customer contact).
• • Having integrity in all our business practices.
• • Consistently doing the right thing that is equitable to all parties involved.
• • To ensure all internal and external communication is of the highest possible standard.
• • To utilise only those suppliers who meet the quality requirements of the company for
• • the benefit of the customer.
• • Being prepared to change our behaviour if needed.
• • To be successful, innovative and profitable

Investors in People

We are delighted to say that MasterPolicy Insurance Brokers Limited is an Investor in People, having gained the necessary standard in 2006 and successfully retaining the standard in 2009. This reflects our commitment to achieve and maintain high quality service for our clients through dedicated, well trained and well motivated staff.

Going forward into our 21st year, our challenge is to improve the quality of our services and we welcome your feedback.