Customer Outcomes & Treating Customers Fairly (TCF) Policy

1. Purpose

Aura Capital is committed to delivering fair, transparent and appropriate outcomes for all customers throughout every stage of their interaction with us.

Although Aura Capital is not authorised or regulated by the Financial Conduct Authority (FCA), we voluntarily adopt recognised industry best practice, including the principles of:

  • Treating Customers Fairly (TCF)

  • Consumer Duty (Principle 12)

  • PRIN 2A – Delivering Good Outcomes for Retail Customers (where appropriate)

Our objective is to ensure customers receive clear information, appropriate products and a professional service that enables them to make informed decisions.

2. Our Commitment

We are committed to ensuring that every customer:

  • Is treated honestly, fairly and with respect.

  • Receives clear, fair and non-misleading information.

  • Understands the nature, costs and risks of the finance being considered.

  • Receives prompt, professional and transparent communication.

  • Is given sufficient information to make informed decisions.

  • Does not encounter unnecessary barriers when progressing or exiting a transaction.

  • Has concerns or complaints dealt with fairly, promptly and objectively.

3. Treating Customers Fairly (TCF)

Aura Capital aligns its approach with the FCA's six recognised Treating Customers Fairly outcomes.

Outcome 1 – Fair Treatment Embedded

Fair treatment of customers forms part of our culture, decision-making and day-to-day business practices.

Outcome 2 – Products Designed to Meet Customer Needs

We seek to introduce customers only to products that are appropriate for their stated objectives and circumstances based upon the information provided.

Outcome 3 – Clear Information

Customers receive information that is clear, accurate, balanced and not misleading before, during and after the transaction.

Outcome 4 – Appropriate Support

Whilst Aura Capital does not provide regulated financial advice, we ensure customers receive sufficient information to understand the product and encourage independent legal and financial advice where appropriate.

Outcome 5 – Products Perform as Expected

We aim to ensure products and services perform consistently with the expectations established during the transaction process.

Outcome 6 – No Unreasonable Barriers

Customers should not face unreasonable barriers when:

  • requesting information;

  • progressing a transaction;

  • withdrawing from an application (subject to contractual obligations);

  • making a complaint.

4. Consumer Duty Principles

Although Consumer Duty does not apply directly to our unregulated activities, Aura Capital seeks to reflect its underlying principles by:

  • acting honestly, fairly and in good faith;

  • helping customers make informed decisions;

  • identifying and reducing foreseeable harm;

  • maintaining high standards of communication and customer support.

We regularly review our customer journey to identify opportunities for improvement.

5. Scope of Our Services

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

Unless expressly stated otherwise, Aura Capital:

  • acts as an introducer and facilitator of finance;

  • does not provide regulated mortgage advice;

  • does not provide independent financial advice;

  • is not the lender.

Customers remain responsible for obtaining independent legal, financial, tax or valuation advice where appropriate.

6. Clear Communication

We are committed to communicating in a manner that is:

  • clear and easy to understand;

  • accurate and transparent;

  • timely;

  • appropriate to the customer's level of knowledge and experience.

We seek to avoid unnecessary technical language and ensure key risks, fees and obligations are explained throughout the transaction.

7. Product Understanding & Risk Disclosure

Before proceeding with a transaction, we take reasonable steps to ensure customers understand:

  • the purpose of the finance;

  • interest rates and associated fees;

  • legal costs and third-party charges;

  • repayment obligations;

  • the importance of a credible exit strategy;

  • the risks associated with short-term secured lending.

Where we reasonably believe a customer does not fully understand the product or associated risks, we may decline to proceed until those concerns have been addressed.

8. Suitability & Customer Responsibilities

Our recommendations and introductions are based upon the information supplied by the customer.

Customers are responsible for:

  • providing complete and accurate information;

  • promptly notifying us of any material changes;

  • ensuring the finance meets their objectives;

  • obtaining independent professional advice where appropriate.

Failure to disclose relevant information may affect our ability to identify an appropriate funding solution.

9. Vulnerable Customers

Aura Capital recognises that some customers may require additional support due to vulnerability.

Where appropriate, we will:

  • identify indicators of vulnerability;

  • adapt our communication;

  • allow additional time where necessary;

  • encourage customers to seek independent advice;

  • ensure decisions continue to promote fair outcomes.

Further information is contained within our Vulnerable Customer Policy.

10. Staff Training & Culture

Aura Capital promotes a culture centred upon professionalism, integrity and customer fairness.

Relevant staff receive ongoing training covering:

  • Treating Customers Fairly principles;

  • customer communications;

  • identifying vulnerable customers;

  • complaints handling;

  • regulatory developments relevant to our business.

11. Monitoring & Continuous Improvement

We continually review our service standards through:

  • customer feedback;

  • complaint analysis;

  • transaction reviews;

  • staff training;

  • periodic policy reviews.

Where improvements are identified, corrective action will be implemented promptly.

12. Complaints Procedure

Aura Capital is committed to handling complaints fairly, consistently and promptly.

A complaint may be made verbally or in writing.

Complaints should be addressed to:

Compliance Manager
Aura Capital
Email: enquiries@auracapital.co.uk
Telephone: 01451 514563

Upon receiving a complaint we will:

  • acknowledge receipt as soon as reasonably practicable, normally within five business days;

  • investigate the complaint objectively and impartially;

  • request additional information where necessary;

  • keep the customer informed of progress where appropriate;

  • provide a written final response once our investigation has concluded.

We aim to resolve all complaints promptly and, where possible, within eight weeks of receipt.

Where we identify that we have made an error, we will take appropriate steps to rectify the matter and implement improvements to reduce the likelihood of similar issues arising in future.

As Aura Capital is not authorised or regulated by the Financial Conduct Authority, complaints relating to our unregulated activities are generally not eligible for referral to the Financial Ombudsman Service (FOS). This does not affect a customer's legal rights to seek independent legal advice or pursue any other remedies available under applicable law.

13. Contact Details

For any questions regarding this policy, please contact:

Aura Capital

Email: enquiries@auracapital.co.uk

Telephone: 01451 514563

Important Information

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

Bridging finance is secured against property or other assets. Failure to maintain repayment obligations or comply with the terms of the loan may result in enforcement action, including repossession of the secured property.

Bridging loans are intended as short-term finance and should only be entered into where there is a clearly defined and credible exit strategy.