Brumble Policy.

Treating Customers Fairly (TCF) Policy

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Updated: 14th October, 2025

1. Purpose

At Brumble we are committed to conducting our business with integrity, transparency, and a clear focus on delivering fair outcomes for our customers. Our Treating Customers Fairly (TCF) policy underpins our culture and governs how we interact with customers at every stage of their journey with us.

2. Our Commitment

We strive to:

Provide clear, honest, and accurate information before, during, and after a customer's interaction with us.
Ensure our products and services are suitable for the needs of our customers and are sold in a way that is fair, transparent, and responsible.
Make it easy for customers to communicate with us, raise concerns, and have them dealt with fairly and promptly.
Continuously assess and improve our processes to ensure we meet customer needs and regulatory expectations.

3. How We Deliver This

1. Clear & Honest Communications

We communicate in plain language, avoiding jargon wherever possible.
All marketing, product descriptions, and service information are clear, truthful, and not misleading.

2. Suitable Products & Services

We design and offer products/services that are appropriate for our target market.
We avoid aggressive or misleading sales practices.

3. Transparent Pricing & Terms

Our pricing, terms of service, and any applicable fees are presented clearly and transparently.
Any changes to terms or pricing are communicated clearly and with reasonable notice.

4. Customer Support & Complaints Handling

We make it simple for customers to contact us through multiple channels.
Complaints are handled fairly, promptly, and in accordance with our published complaints policy.
We review complaints to identify trends and areas for improvement.

5. Continuous Improvement & Staff Training

Our staff are trained to understand and apply the principles of TCF in their daily roles.
We regularly review our processes, products, and customer feedback to ensure we uphold this policy.

4. Governance & Oversight

Our senior management takes full responsibility for ensuring that TCF is embedded in our business operations. We monitor performance and customer outcomes regularly to ensure we meet both regulatory standards and customer expectations.