Treating Customers Fairly

Our commitment to fair outcomes for every customer

Last updated: May 2026

1. Purpose

Brumble is an Introducer Appointed Representative (IAR) of Seopa Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA FRN: 313860). As an IAR, we are committed to conducting our business with integrity, transparency, and a clear focus on delivering fair outcomes for our customers.

This policy sets out how we apply the FCA's Treating Customers Fairly (TCF) principles in everything we do. It covers how we communicate with customers, how we make sure our services are suitable, how we handle complaints, how we support vulnerable customers, and how we manage potential conflicts of interest.

2. The Six TCF Outcomes

The FCA expects regulated firms and their appointed representatives to deliver six outcomes for customers. We are committed to all six:

Outcome 1 — Culture: Customers can be confident they are dealing with a firm where fair treatment is central to its culture.
Outcome 2 — Products and services: Products and services are designed to meet the needs of identified customer groups and are targeted accordingly.
Outcome 3 — Clear information: Customers are given clear information and are kept appropriately informed before, during, and after the point of sale.
Outcome 4 — Suitable advice: Where customers receive advice, it is suitable and takes account of their individual circumstances.
Outcome 5 — Performance: Products perform as customers have been led to expect, and service standards are met.
Outcome 6 — No post-sale barriers: Customers do not face unreasonable barriers if they want to change product, switch provider, or make a complaint.

3. Clear & Honest Communication

We believe customers can only make good decisions when they have accurate, complete information. We are committed to:

Communicating in plain language — we avoid jargon and explain terms clearly.
Ensuring all marketing, product descriptions, and service information are accurate and not misleading.
Being transparent about our commercial relationships — including that we receive commission from partners when a customer purchases through us.
Giving customers adequate time to consider information before making a decision.
Communicating any changes to terms or services clearly and with reasonable notice.

4. Suitable Products & Services

As an introducer, our role is to connect customers with relevant financial products — primarily motor insurance and related services. We are committed to ensuring that:

The products and services we promote are appropriate for the customer groups we serve.
We only introduce customers to FCA-regulated partners whose products are suitable for retail customers.
We do not engage in aggressive or misleading sales practices.
We make customers aware of what they are being introduced to, and that the final product terms are set by the provider, not by Brumble.

5. Vulnerable Customers

We recognise that some customers may be in vulnerable circumstances — for example, due to health conditions, financial difficulty, significant life events, or limited digital or financial literacy. Vulnerability can be temporary, fluctuating, or permanent.

We are committed to ensuring that vulnerable customers receive outcomes that are as good as those for other customers. In practice, this means:

Our website is designed to be accessible and easy to navigate for all users.
We do not use pressure tactics or time-limited offers that could exploit customers who need more time to decide.
Customers who contact us and indicate they need additional support will be treated with care and, where appropriate, directed to relevant assistance.
We monitor our customer journey for barriers that could disproportionately affect vulnerable customers and take action where we identify issues.

If you feel you need additional support, please contact us at contact@brumble.co.uk and we will do our best to help.

6. Complaint Handling

We take all complaints seriously. A complaint is any expression of dissatisfaction — whether about our website, the information we provide, or how we have handled a customer interaction. We are committed to:

Acknowledging complaints promptly and investigating them fairly and thoroughly.
Keeping customers informed of progress and providing a final response within the FCA's required timeframes.
Using complaints as a source of insight to identify and fix systemic issues.
Ensuring customers are made aware of their right to refer unresolved complaints to the Financial Ombudsman Service.

For full details of how to submit a complaint and our response process, see our Complaints Policy.

7. Conflicts of Interest

As an introducer, Brumble receives commission from its regulated partners when a customer purchases a product through our website. This creates a potential conflict between our commercial interest and our customers' interest in receiving impartial information.

We manage this conflict by:

Being transparent — we disclose our commercial relationships clearly on relevant pages of our website and in our footer.
Not allowing commission arrangements to influence the accuracy or completeness of information we provide to customers.
Only partnering with FCA-regulated firms whose products we believe are appropriate for our customer base.
Presenting product information in a way that helps customers make informed decisions, not in a way that steers them towards higher-commission outcomes.

The commission we receive is at no additional cost to the customer.

8. Governance & Oversight

Senior management at Brumble takes full responsibility for ensuring that TCF is embedded in our operations. We monitor customer outcomes on an ongoing basis and review this policy at least annually, or whenever there is a material change in our business or regulatory guidance.

We also work closely with our principal firm (Seopa Ltd) to ensure our activities as an IAR continue to meet regulatory standards and customer expectations.

9. Contact Us

If you have any questions about this policy or how we treat our customers, please get in touch:

Email: contact@brumble.co.uk