Treating Customers Fairly

Our commitment to fairness, transparency, and client-first service.
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At WK Professional Risks Limited, we are fully committed to the FCA’s Treating Customers Fairly (TCF) initiative. TCF is a cornerstone of our business culture and is embedded into every part of our advice process, service delivery, and client communication.
Our aim is simple: to ensure our clients receive clear, fair, and not misleading advice — and that they are always placed at the heart of our business decisions.
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What is Treating Customers Fairly?
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Treating Customers Fairly is a set of principles laid out by the Financial Conduct Authority (FCA) to ensure that financial services firms put customers’ interests first. It applies to all regulated firms and covers the full lifecycle of a client relationship — from initial engagement to post-sale support and complaint handling.
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How We Meet the FCA’s TCF Outcomes
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We actively support the six outcomes defined by the FCA and have internal procedures in place to meet them:
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1. Clients can be confident they are dealing with a firm where the fair treatment of customers is central to the corporate culture.
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• We embed TCF into staff training, client service, and our internal governance.

• Every team member understands the importance of acting with integrity, professionalism, and in our clients' best interests.

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2. Products and services marketed and sold are designed to meet the needs of identified customer groups and are targeted accordingly.
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• We work exclusively in the commercial insurance and professional indemnity space — tailoring cover specifically for professionals such as architects, engineers, surveyors, and financial advisers.

• Our advice is personalised, based on each client’s risk profile, regulatory obligations, and commercial needs.

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3. Clients are given clear information and kept appropriately informed before, during, and after the point of sale.
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• We provide plain-English policy summaries and explain all key exclusions, conditions, and obligations.

• Clients receive full documentation promptly, and we offer post-sale support to address any ongoing questions or concerns.

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4. Where clients receive advice, the advice is suitable and takes account of their circumstances.
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• We never offer a one-size-fits-all product.

• We assess client needs through detailed fact-finding and tailor cover accordingly — particularly around high-risk areas like fire safety, contractual liability, and regulatory compliance.

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5. Clients are provided with products that perform as they have been led to expect, and the associated service is of an acceptable standard.
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• We only recommend policies from reputable, financially secure insurers.

• We provide clear expectations about claims handling, policy responsiveness, and ongoing service levels.

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6. Clients do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint.
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• We support clients throughout the policy lifecycle — including mid-term changes, renewals, claims support, and insurer transitions.

• We operate a clear and fair complaints procedure, with escalation routes if needed.

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Ongoing Commitment
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Our approach to treating customers fairly is not a one-time box-ticking exercise — it's part of our culture. We regularly review client feedback, monitor complaints (if any), and adjust our practices to continually improve service standards.
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Questions or Concerns?
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If you have any feedback about how we can improve your experience, or believe we have fallen short of these principles, please contact:
Email: compliance@limestreetbrokers.com