Customer Outcomes & Treating Customers Fairly (TCF) Policy

1. Purpose

Aura Capital is committed to delivering fair, transparent and appropriate outcomes for all customers.While Aura Capital is not authorised or regulated by the Financial Conduct Authority (FCA), we voluntarily adopt and are guided by FCA principles and best practice, including:Treating Customers Fairly (TCF)Consumer Duty (Principle 12)PRIN 2A – Delivering good outcomes for retail customersFCA Reference:
https://www.fca.org.uk/firms/consumer-dutyOur objective is to ensure customers receive products and services that are suitable, clearly explained, and aligned with their needs.

2. Our Commitment to Fair Customer Outcomes

We aim to ensure that all customers:Are treated fairly and consistentlyReceive clear, transparent and not misleading informationAre provided with products that are appropriate for their needsUnderstand the risks and obligations involvedAre supported throughout the transaction processDo not face unreasonable barriers to progressing or exiting a transaction

3. The Six TCF Outcomes

Aura Capital aligns its approach with the FCA’s six TCF outcomes:

Outcome 1 – Fair Treatment Embedded

Customers can be confident that fair treatment is central to our business culture.

Outcome 2 – Products Designed to Meet Needs

Products and services are structured with the customer’s objectives in mind.

Outcome 3 – Clear Information

Customers receive clear, fair and not misleading information before, during and after engagement.

Outcome 4 – Suitable Advice / Support

Where we provide guidance (on a non-advised basis), we take reasonable steps to ensure customers understand product suitability.

Outcome 5 – Products Perform as Expected

Products perform in line with expectations set at the outset.

Outcome 6 – No Unreasonable Barriers

Customers do not face unreasonable barriers to:Making enquiriesReceiving informationProgressing transactionsExiting arrangements

4. Consumer Duty – Delivering Good Outcomes

Aura Capital adopts the principles of Consumer Duty by focusing on:

Good faith – acting honestly and transparently

Avoiding foreseeable harm – identifying risks early

Enabling informed decisions – ensuring customer understanding

We consider outcomes across:

Product design

Customer communications

Customer support

Ongoing engagement

5. Our Business Model & Scope

Aura Capital operates within the unregulated bridging finance and property lending market.

We: Act as an introducer and facilitator of finance

Do not provide regulated financial advice

Do not act as a lender unless explicitly stated

Customers are responsible for obtaining independent legal and financial advice where required.

6. Clear Communication

We are committed to ensuring all communications are:Clear and easy to understandTransparent and not misleadingProvided in a timely mannerAppropriate to the customer’s level of understandingWe avoid unnecessary jargon and ensure key risks are clearly highlighted.

7. Product Understanding & Risk Disclosure

We take reasonable steps to ensure customers understand:The nature of bridging financeAssociated costs (including interest and fees)The importance of a clear exit strategyThe risks of non-repayment, including repossessionWe will not proceed where we reasonably believe the customer does not understand the risks.

8. Suitability & Customer Responsibility

We aim to ensure that products are appropriate based on the information provided.However, customers are responsible for:Providing accurate and complete informationDisclosing any relevant financial or personal circumstancesEnsuring the product aligns with their objectivesFailure to provide full information may impact our ability to assess suitability and deliver appropriate outcomes.

9. Vulnerable Customers

Aura Capital recognises that some customers may be vulnerable and may require additional support.We apply our Vulnerable Customer Policy to:

Identify vulnerability

Provide additional support where required

Ensure fair outcomes are maintained

10. Staff Training & Culture

We promote a culture where:

Fair treatment of customers is prioritised

Staff are trained to communicate clearly and responsibly

Decisions are made in the best interests of the customer

All relevant staff receive training aligned with these principles.

11. Monitoring & Continuous Improvement

We monitor customer outcomes through:

Internal reviews of transactions

Customer feedbackComplaint analysis

Ongoing process improvements

We take action where outcomes fall below expected standards.

12. Complaints

Customers who are dissatisfied may raise a complaint with Aura Capital.

As Aura Capital is not FCA regulated, complaints may not fall under the jurisdiction of the Financial Ombudsman Service.

13. Contact

For any queries or concerns, please contact:Aura Capital
enquiries@auracapital.co.uk
01451 514563

Important Information

Aura Capital operates within the unregulated bridging finance market.Bridging loans are secured against property. Your property may be repossessed if you do not keep up with repayments. These products are designed for short-term use and require a clear exit strategy.