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Treating Customers Fairly

At The Hanley treating customers fairly is our primary aim. The Financial Services Authority's (FSA) initiative on Treating Customers Fairly aligns with our aspirations, but this doesn’t mean to say that we are complacent. We are constantly striving to improve the products and services that we deliver to our customers.

One way in which we treat customers fairly so is through our commitment to plus one customer service. We have recently developed a Customer Charter emphasising this commitment, and setting out, in plain English, what you can expect from us:

Our Mission is: “To be the chosen provider of mortgage and financial services solutions for customers in our heartland”

In order to achieve this, we aim to treat you fairly by:

- Treating you as an individual
- Listening to you
- Helping you to choose the financial product which best suits your needs
- Providing information on our products and services in plain English
- Addressing any concerns in a sympathetic and positive manner
- Providing you with plus 1 customer service at all times
- Meeting our standards and exceeding your expectations

So, how do we know if we are living up to this? Well, that’s where you come in. We want to know whether your experience lives up to these high standards.

If you have any feedback, good or bad, let us know, because members’ views are vital to The Hanley and will help shape our future. To send us your feedback please complete the Treating Customers Fairly form.

The Hanley has a complaints handling procedure to allow complaints to be handled in a professional manner.