Last updated: April 23, 2025

1. Purpose

This policy outlines Reboxed’s commitment to the FCA’s Treating Customers Fairly (TCF) principles. Our goal is to ensure that all customers are treated with honesty, transparency, and fairness throughout their interaction with our brand and services.

2. Our Commitment

We embed TCF across our business by:

• Offering clear, accurate information before, during, and after a sale
• Designing products and services that meet the needs of our target market
• Ensuring customers do not face unreasonable post-sale barriers (e.g. returns or complaints handling)
• Monitoring customer outcomes to ensure they align with expectations

3. Key Principles

We apply the six FCA TCF outcomes:

1. Customers are confident they are dealing with a firm where fair treatment is central
2. Products and services meet the needs of identified customer groups
3. Customers receive clear information and are kept appropriately informed
4. Advice or recommendations (where applicable) are suitable and take account of customer circumstances
5. Products perform as expected and meet customer expectations
6. Customers do not face unreasonable barriers to change product, switch provider, submit a claim or make a complaint

4. Oversight and Monitoring

Customer experience and outcomes are regularly reviewed using metrics such as:

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Complaints volume and resolution rates
• Feedback collected through surveys and reviews

5. Training and Culture

All team members are made aware of TCF principles through onboarding and ongoing internal communications. Fair treatment is embedded in our culture and reflected in our policies, communications, and operations.