Customer Communications Policy
Last updated: June 2026
This policy explains how 1st‑Loan ensures that all customer communications are clear, fair, not misleading and aligned with the FCA Consumer Duty. It applies to all staff and all forms of communication, including website content, emails, telephone calls, written materials and third‑party interactions.
1. Purpose of this policy
Our aim is to provide customers with accurate, accessible and timely information so they can make informed decisions about commercial finance options. Clear communication is central to delivering good customer outcomes.
2. Regulatory framework
Our communications comply with:
- FCA Consumer Duty (PRIN 12)
- FCA CONC – Financial Promotions & Customer Communications
- FCA FG22/5 – Consumer Duty Guidance
- FCA FG21/1 – Vulnerable Customers
- CAP Code (Advertising Standards Authority)
- UK GDPR and data protection requirements
3. Clear, fair and not misleading
All communications must:
- Be accurate, balanced and easy to understand
- Avoid jargon or technical language unless clearly explained
- Present risks and limitations as clearly as benefits
- Reflect our role as a credit broker, not a lender
- Avoid implying guaranteed approval or suitability
4. Consumer Duty – Outcome 1: Communications
We ensure customers receive information that enables them to make effective, timely and informed decisions. This includes:
- Providing information at the right time in the customer journey
- Using plain English and clear formatting
- Highlighting key risks, responsibilities and costs
- Checking customer understanding where appropriate
5. Communication channels
We communicate with customers through:
- Website content and online forms
- Email and written correspondence
- Telephone conversations
- Third‑party platforms (e.g., lender portals, application systems)
All channels must meet the same standards of clarity, fairness and accuracy.
6. Vulnerable customers
We follow FCA guidance on supporting vulnerable customers. Staff are trained to identify potential vulnerability and adapt communications accordingly, including:
- Using simpler language and slower pacing
- Offering alternative communication formats
- Checking understanding throughout the process
- Escalating concerns to senior staff where appropriate
7. Website content
Website content is reviewed regularly to ensure it remains accurate, up to date and compliant. Any unclear or outdated information is updated or removed promptly.
8. Email and written communications
Emails and written materials must be professional, clear and aligned with this policy. Templates are reviewed regularly to ensure consistency and compliance.
9. Telephone communications
Staff must communicate clearly, avoid jargon and ensure customers understand key information. Calls may be monitored for training and quality assurance.
10. Third‑party communications
Where we use third‑party systems or lenders’ materials, we ensure that information provided to customers remains accurate and consistent with our standards.
11. Testing and monitoring communications
We test communications to ensure they are understood by the intended audience. This may include:
- Readability checks
- Customer feedback
- Monitoring customer queries for signs of misunderstanding
- Reviewing outcomes data under the Consumer Duty
12. Record‑keeping
We keep records of key customer communications, including financial promotions, templates and approval logs, for a minimum of six years.
13. Training
Staff receive regular training on FCA rules, Consumer Duty requirements, vulnerable customer support and best practice in customer communications.
14. Complaints and feedback
Complaints are handled in line with our Complaints Policy. We use complaint themes and customer feedback to improve our communications and processes.
15. Continuous improvement
We regularly review this policy and our communication practices to ensure they remain aligned with regulatory expectations and deliver good customer outcomes.