our standards of care
buyline’s commitment to good customer outcomes
our standards of care
buyline’s commitment to good customer outcomes
OUR COMMITMENT TO GOOD CUSTOMER OUTCOMES
At Buyline, putting customers first is central to how we design, deliver and improve our products and services.
We are committed to helping customers make informed decisions by providing fair value, clear information and the right support at every stage of their journey.
HOW WE MONITOR AND IMPROVE
We do not just set standards – we actively monitor them and look for ways to improve.
We regularly review:
- Customer feedback and complaints
- Application outcomes and approval rates
- Customer repayment performance and financial difficulty signals
- Partner performance and customer interactions
- Website and communication clarity
Where we identify issues or opportunities to do better, we take action to improve our processes, strengthen customer understanding and reduce the risk of harm.
SUPPORTING CUSTOMERS THROUGHOUT THEIR JOURNEY
Good customer outcomes do not end when a customer takes out finance.
We are committed to:
- Providing ongoing support throughout the life of the agreement
- Communicating clearly if anything changes
- Helping customers who may struggle with repayments
- Treating customers fairly and with respect at all times
If a customer needs help, we encourage them to contact us as early as possible so we can listen, understand their circumstances and provide appropriate support.
Buyline Customers – what the new Consumer Duty means for you..
We design our products and services to:
• Be easy to understand, with clear and transparent information at every stage
• Support customers in making informed decisions – without pressure or confusion
• Provide fair value, ensuring the cost of finance is appropriate for the benefit received
• Offer appropriate support, especially if circumstances change or customers need extra help
We know that every customer’s circumstances are different, so we aim to keep our journeys simple, accessible and responsive to individual needs.
Buyline Business Partners – what the new Consumer Duty means for you..
Our Business Partners play an important role in helping us deliver good customer outcomes.
We ask all partners to:
• Present Buyline finance options clearly, accurately and in a balanced way
• Ensure customers understand the key features, costs and risks before applying
• Avoid misleading statements or promises about approval or affordability
• Identify and support customers who may be vulnerable or need extra help
• Escalate concerns, complaints or risks to Buyline promptly
We work closely with our partners by providing guidance, training and practical tools to help us consistently deliver strong outcomes together.
WORKING TOGETHER
Delivering good customer outcomes is a shared responsibility.
At Buyline, we:
• Take accountability for the products we provide
• Work in partnership with our Business Partners
• Continuously review and improve our approach
• Act in good faith and prioritise customer interests
By working together, we aim to ensure customers can access finance in a way that is clear, fair and supportive of their financial wellbeing.