In line with BCRS Business Loans operations, the business adopts five of the six FCA outcomes when designing products and services for our customers. The customer impact, journey and experience are always considered in our decision making.

• Corporate Culture: Consumers can be confident that they are dealing with a business where the fair treatment of customers is central to the corporate culture.
• Product Design: Products and services marketed and sold are designed to meet the needs of identified consumer groups and are targeted accordingly.
• Clear Information: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
• Consumer Expectations: Consumers are provided with products that perform as the business has led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect.
• Barriers: Consumers do not face unreasonable post-sale barriers imposed by the business to change product, switch provider, submit a claim, or make a complaint.