Treating Customers Fairly
Being mutual and being 'customer led' means TCF is in our culture - we aim to do business in a way that should ensure customers get fair treatment. We need to monitor our activities to ensure we are consistent with our strategy and to do this we currently survey customer satisfaction on a monthly basis to evaluate how satisfied our customers are and to ensure customers feel they are being treated fairly.
Over the last 6 months, over 95% of customers we have surveyed feel they have been treated fairly and with integrity. Those who haven't felt fairly treated we have always endeavoured to look into the reasons why and make sure we put things right. We hold a quarterly TCF meeting chaired by our Marketing Executive Steve Urwin which is also attended by the Society's Chief Executive Colin Seccombe to discuss any TCF issues raised across the Society and ensure that we have strategies in place to consistently improve our customer service to you.