The Saifee Foundation of Europe

Consumer Duty

At The Saifee Foundation of Europe, we think of Consumer Duty not as an obligation, but rather as a matter of character, something akin to good hospitality. We are committed to treating every customer with fairness, dignity, and respect. As an organisation regulated for consumer‑credit activities, we follow the Financial Conduct Authority’s Consumer Duty, which sets high standards for how we design our products, communicate with you, and support you throughout your journey with us.

What is “Consumer Duty” all about?

The FCA’s Consumer Duty raises the bar, on what good looks like in financial services. It asks firms to act in good faith, to anticipate and avoid harm, and to actively support customers in achieving their financial ambitions. This represents a cultural shift about how things are done from the inside out.

The Cross-Cutting Principles

The FCA sets out three guiding principles that can be regarded as the rules which overlay the four Consumer Duty outcomes as described below.

  • Act in good faith with honesty, openness, and clarity.
  • Avoid foreseeable harm by anticipating issues before they arise, rather than reacting once they do.
  • Enable and support customers by helping them move confidently towards their financial goals.
The Four Consumer Outcomes

1. Product and Services

Products are thoughtfully designed and carefully distributed, ensuring they genuinely fit the needs of those they are intended for, with no excess and no mismatch, just suitability.

2. Price and Value

Customers should feel that what they receive is worth what they pay, a fair balance where value is evident and justified.

At The Saifee Foundation of Europe, we believe access to fair and ethical finance should never come at a cost. Our lending model follows Islamic principles and the FCA Consumer Duty, ensuring every customer receives clear, meaningful value without any hidden charges or financial burden.

3. Customer Understanding

Clarity is everything. Information must be timely, straightforward, and digestible, so customers can make decisions with confidence, not confusion.

4. Customer Support

When customers need help, particularly in more vulnerable moments, support should be accessible, responsive, and human. A range of well-resourced channels ensures no one is left navigating alone.

In the end, Consumer Duty is about care. At the Saifee Foundation of Europe, we want to do things properly, thoughtfully, and always with the customer in mind.

This is what you can expect from us.

Products designed with your needs in mind

We only offer credit products that are suitable, simple, and designed to support your financial wellbeing. We regularly review our lending approach to make sure it continues to meet the needs of the people and communities we serve.

Clear, honest, and accessible information

We promise to communicate with you in plain language. You will always receive clear information about:

  • How your loan works
  • What you need to repay
  • When payments are due
  • What happens if you miss a payment?

We avoid jargon and make important information easy to find.

Support when you need it

If you have questions or concerns, we are here to help. You can expect:

  • Friendly, respectful, and timely support
  • Extra care if you are experiencing vulnerability or financial difficulty.
  • Fair and compassionate treatment if you fall behind on payments.

We will work with you to find solutions that support your financial stability.

Helping you make good financial decisions

We want you to feel confident and informed. That means:

  • Giving you the information you need to make the right choices.
  • Helping you understand your options.
  • Signposting free to organisations that can provide specialist customer support services when needed.

Your financial wellbeing is central to everything we do.

Listening and improving

Your feedback matters. We use customer insights, complaints, and suggestions to improve our services and ensure we continue to deliver good outcomes for everyone.

If something goes wrong, we will put it right quickly and fairly.

Acting with integrity and good faith

We promise to act honestly, openly, and in your best interests always. You will always be treated with respect, fairness, and compassion.

If you need support

If you feel you might benefit from extra support, please do not hesitate to reach out. We are here to listen, and to help in a way that suits you.

We are here to support you every step of the way.