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At Excel-A-Rate we are committed to ensuring that all our customers receive fair and ethical treatment. To this end we fully embrace the Financial Conduct Authority's (FCA) 'Treating Customers Fairly' initiative.


We are committed to delivering high quality service and are constantly looking at ways in which we can improve the customer service we provide to every one of our many clients. Please contact us if you are dissatisfied with any aspect of our customer service.


What Does this mean?

Treating our customers fairly means:

  • Behaving in a way that encourages customers to want a long-term relationship with us;

  • Treating customers in a professional, considerate way with their best interests in mind;

  • Being clear and transparent about products and when communicating with customers;

  • Developing products which reflect our customers' needs;

  • Dealing with our customers personally, promptly and in a consistent manner;

  • Obtaining feedback on the service we provide and areas where we could improve;

  • Ensuring that our promotional material is clear, accurate and jargon free;

  • Ensuring that our staff are thoroughly trained on our products and they understand who they are and are not suitable for;

  • Ensuring staff are trained in matters affecting quality of service offered to customers including fair treatment of customers;

  • Encouraging staff to consider fair treatment of customers in their day to day business;

  • Advising staff to report inconsistencies or potential unfairness in our products or literature;

  • Ensuring that any customer complaints are assessed fairly, promptly, impartially and in line with FCA deadlines and rules;

  • Encouraging staff to recommend improvements to service following customer complaints and monitoring outcomes;

  • Regularly monitoring & reporting on all 'Treating Customers Fairly' activities to assess performance and recommend changes.


The links below explain each of our customer care policies in more detail.

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