Is it unfair that some customers have to pay more for certain financial products or services?
The FSA is not a price regulator. We view a firm’s decision to provide products (or not) and at what price (whether over the phone, internet or by email) as a commercial decision by that firm. It would not be appropriate for us to force companies to provide products at a price that they do not judge commercially sensible or which would expose them to unacceptable risks. Furthermore, to treat customers fairly does not mean that a firm is required to offer the same products or levels of service to all customers, as long as they deliver the product or level of service promised, and that customers are protected from unpleasant surprises from the products they buy.
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