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► We are proud of our Treating Partners Fairly achievements Click here

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► Our 3 Treating Partners Fairly Key Performance Indicators are:

• Repayment of Deposits
• Communications with our Partners
• Non Compliance with the Treating Partners Fairly Policy or Charter

All the TPF KPIs are important to Joint Equity but the KPIs: our Partners are most likely to find important are;

• Repayment of Owner-Partner and Investor-Partner deposits, by post or bank transfer. Target - 100% within 1 working day of request.
• Payment of Investor-Partner Investment Return Target within 21 days of receipt
• Reply to all Partner questions. Target - 90% within 1 working day.

TPF KPIs for non-compliance :

• Number of Notices of Non-Compliance
• Time to respond on Notice of Non-Compliance. Target - 100% within 1 working day.
• Time required for CEO initial report on Non-Compliance with time bound action plan. Target - 100% within a further 2 working days (3 days from Notice).
• Time required for the CEO to report on problem and action required to all staff. Target - 100% within a further 5 working days from resolving the problem (8 days from Notice)

► The FSA Treating Customers Fairly process:

The Financial Services Agency (FSA) says its regulated firms must be able to demonstrate that they are consistently delivering fair outcomes to consumers and that senior management are taking responsibility for ensuring that the firm and staff at all levels deliver the consumer outcomes relevant to their business through establishing an appropriate culture.

The FSA expects regulated firms to:

• demonstrate that senior management have instilled a culture within the firm whereby they understand what the fair treatment of customers means; where they expect their staff to achieve this at all times; and where firms promptly identify errors, put things right and learn from them;
• be appropriately and accurately measuring performance against all customer fairness issues materially relevant to their business, and be acting on the results;
• be demonstrating through those measures that they are delivering fair outcomes; and
• have no serious failings – whether seen through management information (MI) or known to us directly – including in areas of particular regulatory interest we have previously publicised.

Source http://www.fsa.gov.uk/pages/doing/regulated/tcf/ Where more information from the FSA is available.

These pages are updated with our Treating Partners Fairly (TPF) performance  in April, July, October and January each year for the previous 3 months.

We think that it’s important for you to know how we’re doing on things including, responding to your enquiries quickly, returning Partners Commitment Deposits on time, and the information here will tell you how we’re doing.

These Key Performance Indicators, KPIs, are aslo very important to us and the same statistics are reported to our CEO on a monthly basis as part of the board meeting agenda.

The results are published here on a quarterly basis and if we change the presentation of the reports or change what we measure we will add the information on the page.

Click here for the results since 2007

► Questions

If you have any questions or comments about our TPF policy or charter, please email us. We’d be happy to hear from you.