Treating our customers fairly

Because we’re a mutual, we exist to help our customers – it’s as simple as that. That’s why we take the ‘Treating Customers Fairly’ principles so seriously.

What is Treating Customers Fairly?

Treating Customers Fairly, or TCF, is a set of regulations introduced by the former Financial Services Authority (FSA), now the Financial Conduct Authority (FCA).

It’s a set of principles rather than specific rules, and the main idea is that it should be normal for an organisation to do the right thing by its customers – to treat you with integrity, honestly and, well, fairly.

Our Board of Directors completely agree with the FCA’s view that TCF should be driven from the top of an organisation and should be right at the heart of our business operations. It’s not about saying some nice sounding words – it's about making a difference to how we work. That means we need to:

  • Prove that the fair treatment of customers is established throughout our business culture, including our strategy, training, remuneration and staff behaviour.
  • Produce accurate, relevant and timely information about TCF so that our Board of Directors and staff can monitor how we’re doing.
  • Be able to demonstrate that we are continually improving.

We are focusing on the following key areas:

Want to know more?

If you would like to know more about how we treat our customers fairly, please call us on 0161 214 4650.

You can also email us at


The fair treatment of our customers is central to our values, and is a guiding principle in the way Unity Mutual's Board of Directors conducts itself.

Business decisions

All of Unity Mutual's business decisions have to take into account how they may impact on our customers, and we must make sure that they have a positive effect on our customers/members.


Unity Mutual operates a system of internal controls to make sure we treat our customers fairly.

Recruitment, training and competence

When we recruit new staff, the selection process aims to find out candidates’ attitudes towards the fair treatment of customers.

All our staff are given training so they can make a positive contribution to TCF.

New products

Unity Mutual will only launch new products which meet the needs of our customers, and we will make sure all information is clear, fair and not misleading.