As an Introducer Appointed Representative (IAR), it is important to remain neutral and compliant when discussing finance options with customers. You must never encourage or pressure a customer to take out finance. This guide outlines what you can and cannot say, with examples to ensure clear, compliant communication.
As an IAR, you can:
Provide neutral information:
"Our finance options are cash, card, and financing through Practi."
Refer customers to Practi:
"I've sent you details about your treatment and payment information via Practi. You should have it in your email now!"
As an IAR, you cannot:
Encourage patients to take out finance
Example: "If you're struggling to pay for your treatment, I recommend taking out finance."
Reason: This is considered advising, and requires it's own type of authorization.
Pressuring patients to apply for finance
Example: "If you apply now for finance, we'll give you a discount on your treatment."
Reason: Pressuring customers to take out finance is a violation of FCA rules and regulations, and may lead to complaints.
Discourage other payment options
Example: "You should use finance rather than paying with credit card, it's way better."
Reason: This is considered advising.
Examples of Customer Interactions
Scenario 1: Customer asks if they should apply
Question: "Do you think I should apply for finance?"
Answer: "I'm not able to make that decision for you, but I'll send you information on your options so you can make an informed decision."
Scenario 2: Customer hesitates about applying for finance
Question: "I'm not sure if finance is the right choice for me."
Answer: "It's important to make an informed decision. I've sent you the information to your email, so you can review it when it's convenient and make the right choice for you."