Customer comes first

Treating Customers Fairly is an ethos everyone at Heritage embraces, that’s why its our core principle and filters through to the way we conduct our business. We are constantly striving to improve our service proposition and develop new and innovative ways to communicate our services  to you.

Central to our Treating Customers Fairly ethos is our commitment to provide clear and concise information, free of “jargon” and written in plain English.

These are the key factors which determine our policy of Treating Customers Fairly:

Corporate Culture

You can be confident that you are dealing with a firm which holds the fair treatment of our customers as central to our corporate culture.

Individual Needs

Products and services marketed and sold in the retail market are designed to meet the individual needs of our customers.

Clear Information

Our customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Suitable Advice

Where we offer advice to our customers, the advice is suitable and takes account of their individual circumstances.


Customers are provided with products that perform as we have led you to expect, and that the associated service is of an acceptable standard, and is as you have been led to expect.

No Barriers

Customers will not face unreasonable post-sale barriers imposed to change products, switch providers, submit a claim or make a complaint.


We will ensure that any complaints or grievances are handled in a sympathetic, positive and professional manner.


One of the most important ways we ensure we are Treating our Customers fairly, is regularly obtaining our clients feedback, which is so important to our business. We want to know whether your experience of us lives up to your expectations.

If you have any feedback, good or bad, let us know, because your views are vital to helping us improve our service to you in the future.

To send us your feedback, please complete the Treating Customers Fairly  (TCF) Questionnaire which can be found under our online tools option (top of this page) or clicking here