Governance, Compliance & Security

Governance & Compliance

  • We have a rigid process in place to ensure proper governance and compliance. 

  • High levels of security protocols are in place to ensure maximum controls.

  • Disaster recovery processes are in place to ensure business continuity. 

  • Organisations are required to demonstrate the adoption of a TCF (Treating Customers Fairly) culture and the delivery of TCF outcomes for their clients. The FSB’s view is that the responsibility for fair treatment of clients will need to be shared by intermediaries and product suppliers. Six specific fairness outcomes have been identified by the FSB. The ultimate aim is to ensure that the financial needs of clients are met appropriately through a sustainable industry. If a financial services provider aims to achieve the set outcomes, the immediate effects should be appropriate products and services, and enhanced transparency in the industry.

    • ​OUTCOME 1 - CULTURE. Customers are confident that they are dealing with firms where the fair treatment of customers is central to the firm’s culture.

    • OUTCOME 2 - TARGETING CLIENT GROUPS. Products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly.

    • OUTCOME 3 - INFORMATION. Customers are given clear information and are kept appropriately informed before, during and after the time of contracting.

    • OUTCOME 4 - ADVICE. Where customers receive advice, the advice is suitable and takes account of their circumstances.

    • OUTCOME 5 - DELIVERY. Customers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and what they have been led to expect.

    • OUTCOME 6 - POST-SALE TREATMENT. Customers do not face unreasonable post-sale barriers to change a product, switch provider, submit a claim or make a complaint.

ICTS Security Processes

  • Safe and secure connection on all levels of communication between ICTS and the Client

  • Security protocols are of the highest standard with no compromise during any connection between ICTS and the Client:

  • Active monitoring of all transactions

  • Active monitoring of all users

  • Active monitoring of all systems

  • Active monitoring of all emails

  • 2 X Active Firewalls at ICTS with a dedicated 1-to-1 line

  • Active Security & Antivirus programs

  • ICTS utilises secure proxy settings which is monitored 24/7

  • All data ports are disabled and monitored on ICTS computer hardware

  • Secure / encrypted call recordings active and monitored

  • Backups done on all data daily and secure

  • CCTV monitoring recorded on all staff at ICTS

ICTS Helpdesk

  • This service provides members and beneficiaries with a dedicated contact portal to assist with information and claims.

  • Our agents strictly adhere to the principles of Treating Customers Fairly (TCF) when they communicate with members and beneficiaries