Consumer Duty Statement

At ExePay Limited, we are committed to placing our customers at the centre of everything we do. Our goal is to ensure that every customer interaction leads to a positive outcome, with fair treatment, transparency, and integrity at the forefront of our approach. This Consumer Duty Statement reflects our alignment with the Financial Conduct Authority’s (FCA) expectations and outlines how we deliver on our responsibilities under the Consumer Duty framework.

Our Focus Areas

We base our customer relationships on four core outcomes defined by the FCA:

Products and Services – Fit for purpose, designed to meet the needs of our target customers
Price and Value – Fair value and reasonable pricing for the benefit delivered
Consumer Understanding – Clear, accessible communications that support informed decisions
Consumer Support – Accessible, responsive service throughout the customer journey These principles guide our commitment to exceeding customer expectations and maintaining compliance with regulatory standards.

Our Consumer Duty Principles

Acting in Good Faith

We are committed to acting honestly, fairly, and in the best interests of our customers. We strive to meet customer needs and identify individuals who may need additional support to ensure they receive equal, fair treatment.

Preventing Foreseeable Harm

We proactively assess our products, services, and communications to identify and reduce potential risks, ensuring we do not cause unintended harm or disadvantage to our customers.

Empowering Customers

We aim to provide the right information at the right time—clear, concise, and tailored to support informed decision-making at every stage of the customer journey.

Delivering Positive Outcomes

We are focused on ensuring that our services deliver real value and are effective in meeting our customers' financial needs.

Supporting Vulnerable Customers

We understand that some individuals may face personal, financial, or physical challenges that affect their ability to access or use financial services. Our approach includes:

Staff training to identify and respond appropriately to signs of vulnerability
Offering communication in alternative formats (e.g., large print, phone-based support)
Providing personalised assistance to ensure inclusive access to our services

Monitoring and Continuous Improvement

To ensure ongoing compliance with the FCA’s Consumer Duty requirements, we:

Regularly review customer feedback and complaints to identify trends
Conduct internal audits of our processes and customer outcomes
Take prompt action to improve policies and practices where needed For more information or to raise a concern related to Consumer Duty, please contact us at: corporate@exepay.co.uk.