Treating Customers Fairly

At Gemini, treating customers fairly is at the heart of everything we do. We are committed to delivering a transparent, honest, and respectful service to every customer who uses our platform.

Our Commitment to You

As a regulated credit broker, we take our responsibilities under the Financial Conduct Authority’s Treating Customers Fairly (TCF) principles very seriously. We strive to ensure that every interaction with Gemini is clear, fair, and in your best interest.

How We Apply the Treating Customers Fairly Principles

We follow six key consumer outcomes to ensure we consistently treat our customers fairly:

• Outcome 1: Our customers can be confident that they are dealing with a firm where the fair treatment of customers is central to our culture.
• Outcome 2: Our products and services are designed to meet the needs of our customers and are targeted accordingly.
• Outcome 3: Customers are provided with clear information and are kept appropriately informed before, during, and after the point of sale.
• Outcome 4: Where we give advice, it is suitable and takes account of your individual circumstances.
• Outcome 5: Our customers receive products and services that perform as we have led them to expect, and the associated service is of an acceptable standard.
• Outcome 6: Customers do not face unreasonable post-sale barriers when they want to change product, switch provider, submit a claim, or make a complaint.

Transparency and Clear Communication

We believe in complete transparency. All information about our service, the loan options available, costs, repayment terms, and your obligations is presented clearly and in plain English. We never use jargon or hide important details.

Responsible Lending

We only work with FCA-authorised lenders who carry out thorough affordability assessments. Our goal is to help customers borrow responsibly and avoid financial difficulty. We encourage you to only borrow what you can comfortably afford to repay.

Handling Complaints

If you are unhappy with any aspect of our service, we want to know. We have a dedicated complaints procedure designed to resolve issues quickly and fairly. Full details of how to complain can be found on our Complaints Policy page.

Continuous Improvement

We regularly review our processes, customer feedback, and outcomes to ensure we continue to meet the high standards expected under the Treating Customers Fairly principles. Your feedback helps us improve and deliver a better experience for all our customers.