Your permissions as an IAR

Permitted Activity

You are only permitted to effect introductions for customers to Kandoo for finance and distribute the advertisements that Kandoo provides.

Effecting an introduction means that you are able to introduce customers to finance by directing them to our website i.e. Kandoo/YourFirmNameHere or by directing the customer to our website, which is evident throughout the advertisements Kandoo provide.

Finance Applications for Customers

You must not complete or assist in the completion of a finance application on behalf of a customer. The customer must complete the application themselves and without your assistance.

Advertising Finance for Customers

You must not produce any advertisements for finance. These will always be provided by Kandoo and will be available for display in store or on your website.

You must not invite or induce a customer to obtain finance through vocal conversation (whether in person or over the telephone) or through any other interactive dialogue.

Complaint Handling

You must not handle any complaints. Complaints must be directed to Kandoo immediately and no later than two business days following receipt of the complaint.

Treating Customers Fairly

You must treat customers fairly. Our golden rule is “always treat your customer as you would wish to be treated yourself in their situation”.

The FCA established six consumer outcomes that must be adhered to.

Outcome 1:

Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2:

Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Outcome 3:

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4:

Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5:

Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Outcome 6:

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Vulnerable customers

We must also treat vulnerable customers fairly and with extra care. Please read our full policy here.

Data Protection

You must adhere to your obligations regarding the processing of personal data in accordance with the Data Protection Act 2018.


You must notify Kandoo of all relevant notifiable events. This includes but is not limited to any complaints, data protection breaches, changes in regulatory status, management structure, corporate structure, changes in the number of Principal relationships you have as an Introducer Appointed Representative, as well as any civil or criminal proceedings.


What is an Introducer Appointed Representative?

An Introducer Appointed Representative is a limited form of Appointed Representative. An IAR contracts with a Principal firm (Kandoo) in order to benefit from some elements of FCA authorisation. Your firm’s name will appear on the FCA register.

What happens if a customer asks about finance?

You may direct the customer to a source of information, such as the advertisements provided by Kandoo.

Are we allowed to ask a customer if they would like finance?

You must not ask a customer if they would like to apply for finance.

You must not use phrases in person or through telephone conversation that promote finance options or any availability of finance options with Kandoo.

Will our actions be monitored by Kandoo?

Kandoo undertakes efforts and stringent monitoring to determine whether you are acting within the confines of your Agreement with Kandoo.

Is Kandoo able to terminate our agreement without notice?

Kandoo may terminate the agreement with or without notice. This depends upon the nature of the termination. This is outlined within the Agreement.

What happens if we have questions about our obligations?

If you are ever unsure as to your obligations, you must contact us at Kandoo as soon as possible.

Are we allowed to work with other Principals aside from Kandoo?

This is not permitted based on the Agreement between yourself and Kandoo.

Do we need to pay Kandoo any fees as a result of our appointment?

You must pay a monthly fee as described within the Agreement. This accounts for the work required to onboard you and ensure you remain suitable as an IAR of Kandoo.

Am I allowed to charge the customer for an introduction to Kandoo?

You must not charge the customer anything as a result of the arrangement between Kandoo and your firm.