Treating Partners Fairly

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Joint Equity Ltd - Treating Partners Fairly - KPIs, Targets and Results

► About Treating Partners Fairly:

Treating Partners Fairly is our response to the FSA-led campaign ‘Treating Customers Fairly’.

At Joint Equity our Owners, Investors, Brokers and Estate Agents are all partners, not customers, and that is why we have adopted this terminology.

Joint Equity Ltd is not regulated by the FSA, so we are not obliged to act in accordance with their guidance, but we feel that Treating Customers Fairly is an extremely important principle, so we aim to exceed the FSA requirements with our TPF process.

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

The Joint Equity Scheme is for first-time buyers, home owners and property investors. This site is developed and maintained by Joint Equity ltd. ©Joint Equity (2006, & 2010)

Joint Equity Ltd works with Mortgage Beaters Ltd to provide case studies & Illustrations to prospective Owner-Partners & Investor-Partners. Joint Equity Ltd does not carry out any regulated activities and so is not regulated by the FSA (Financial Services Authority). Joint Equity Ltd are introducer appointed representatives of Mortgage Beaters Ltd, which are authorised and regulated by the Financial Services Authority.

The content of this website is accurate to the best of our knowledge and for information only. We do not provide financial advice.

Click here to download our TPF charter

Click here to report a TPF issue

► Our Current Treating Partners Fairly performance:

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.

► 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.
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)

2009

4th Quarter 09 here

3rd Quarter 09 here

2nd Quarter 09 here

1st Quarter 09 here

2008 The whole year here

2007 The whole year here

► Our Treating Partners Fairly Results:

►Treating Partners Fairly publication dates:

We publish the management reports quarterly on these dates each year.

Q1 January to March

2nd week April

Q2 April to June

2nd week July

Q3 July to Sept

2nd week October

Q4 Oct to December 2nd week January