At Shieldpay, we are committed to treating our customers fairly and with the utmost care. We believe that all customers deserve to be treated with respect, dignity, and understanding.
As a business, we are focused on delivering the highest standards of customer service. The recently implemented Financial Conduct Authority (FCA) Consumer Duty1 Obligations have intensified our ongoing work to better our services to our customers and we have an unwavering commitment to upholding these duties. We will continue to strive to deliver outstanding services for all users of our platform. The Consumer Duty requires Shieldpay to:
Understand our customers’ needs and expectations
We do this by conducting customer surveys, listening to our customer feedback received on Trustpilot and Google, and analysing customer data handled by our Customer Operations, Sales, and Product teams. We use this information to ensure that all our products and services meet the needs of our customers and that we are providing them with the best possible customer journey.
We regularly review our products and services to ensure that they meet the needs of our customers. We use customer feedback, market research, and internal data to identify areas where we can enhance our products and services and include them in our future product roadmap.
Provide timely clear and concise communications that our customers can understand
We use plain and clear language in all customer communications, including financial promotions. We provide information in a timely clear manner, so customers can make objective decisions and understand their journey with Shieldpay.
Offer products and services that meet our customers’ needs and offer fair value
We offer products and services that meet the needs of our customers. We also make sure that our products and services are priced fairly.
We provide clear, fair, and not misleading information about our products and services on our website, social media (e.g., LinkedIn) and in our marketing materials.
Provide our customers with the customer support when they need it
We have a Customer Operations team who are available to help our customers. We offer a variety of ways for our customers to contact us, including email, phone, and post. We also provide additional support to vulnerable customers. For further information please visit Vulnerable Customers | Shieldpay
Should you have any Fraud concerns, please visit our Fraud Prevention page for information on how to contact us and general fraud prevention advice and guidance.
Our Customer Operations team are highly skilled and knowledgeable about our products and services. They are committed to providing our customers with the best possible experience.
We believe that the Consumer Duty is an important step towards ensuring that all consumers receive good outcomes from financial services. We are committed to meeting the requirements of the Consumer Duty.
For any further questions on our products and services, please contact us: firstname.lastname@example.org
For further information on the Consumer Duty please visit the Financial Conduct Authority’s website: FCA Consumer Duty Overview