Consumer Duty Policies and Procedures

The team at Pay Weekly Carpets are committed to ensuring that the Financial Conduct Authority’s Consumer Duty Act is applied in all areas of our day-to-day business activities.

In adopting Consumer Duty, we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

  • Protect the interests of our customers at each stage of the product life cycle, from our initial Marketing promotions through to our online orders and followed up with our excellent customer service team across the UK.
  • We aim to meet as best we can all the needs of each customer by offering a transparent, efficient, and professional service and continuously reviewing our service to identify areas for improvement.

In practical terms:

  • Ensuring that all our promotional material is clear, compliant, jargon free and appropriately targeted.
  • Ensuring that all staff including self-employed agents have thorough training on Pay Weekly code of conduct, delivering Customer excellence, all new products we sell, understand when and who they are suitable for and we encourage open challenge where they spot inconsistencies, ambiguities or potential product quality issues or any unfairness in the product literature.
  • Operating systems which are quick and easy to use and allows seamless customer journey, assuring assure fairness to the customer as well as customer satisfaction.
  • Keeping detailed records of customer information where applicable and necessary, during and after a sale, to ensure we treat all customers fairly and can deal with any complaints that may arise.
  • Ensuring customer complaints are assessed fairly, promptly, and impartially and in line with our regulatory obligations.
  • Encouraging staff to recommend improvements to service, following customer complaints and monitoring the outcome.
  • Ensuring that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers.


Consumer Duty

  • We Offer Fair Value – Customers receive fair prices no hidden charges and excellent quality products.
  • Suitability and Treatment-All customers receive suitable products and services which match their needs, and we strive to offer the best treatment to all customers.
  • Confidence – This means as a customer you should have strong confidence in all aspects of our customer service.
  • Ease of Access – Our online Customer journey is reviewed and monitored ensuring it is easy to navigate, understand and complete.


Responsible Lending

  • With every sale we will conduct a soft credit search to assess the customers’ ability to pay and ensure the affordability of purchase.
  • We will verify identification.
  • We will give the customer a detailed explanation on the terms of agreement, their rights, and charges.


During challenging times

The Pay Weekly customer service team will always work with any customers who fall into financial difficulty and are here to assist by:

  • Offering a payment suspension, breathing space or payment holiday.
  • Temporarily reducing payments and where necessary a permanent arrangement can be agreed.
  • When dealing with any customer experiencing difficulty all staff will show empathy and treat every customer with respect.
  • Signposting when applicable customers to Step Change debt relief charity or Citizen’s advice.


What we ask of our customers

  • For all customers to be open and honest
  • To keep in touch and inform us of any changes so we can offer any assistance if necessary.