Treating Customers Fairly

Treating Customers Fairly Policy for Customers

We are committed to adhering to the Principles for Business laid down by the Financial Conduct Authority (FCA). This Policy provides guidance on how we will meet our objectives to look after the best interests of our customers by treating them fairly, ensuring that the information we give them is clear, fair and not misleading and that we handle all matters with integrity, due care, skill and diligence and manage fairly any conflict of interest that may arise. Our aim is to provide suitable products at the best value prices for our customers. The Financial Conduct Authority (FCA) has six core consumer outcome principles.

The six guiding customer outcomes are:

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

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

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

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

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.

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

How do we achieve this?

We put our customers above profit and our staff are trained accordingly.

We invest in continual training to ensure that our staff provide the best customer service and so that our customers can feel confident in the service that we provide and the way they are treated.

We monitor and assess our staff performance.

We constantly look at how we can improve our service to our customers.

We ensure that our marketing through whatever medium is designed to be clear, concise, informative and directed at the appropriate sector.

We ensure that the information that we provide to our customers is clear, easy to understand and is free of any jargon.

We always listen to our customers and invite them to ask us questions if they are unsure.

We keep in regular contact with our customers from the point of their initial enquiry through to the end of their finance agreement and beyond.

We do not give advice. However, we provide our customers with information about the suitability of products and finance options and ask them to consider their immediate and future needs and circumstances to help make the right decision.

We explain fully and clearly the finance options available and their suitability to enable the customer to make an informed decision.

We regularly review the products that we offer and the suppliers that we use to ensure that we are providing the services our customers want.

We monitor our customer service internally and invite our customers to review our service by submitting customer satisfaction surveys.

We aim to provide an excellent after-sales service and if for any reason a customer raises a complaint, we aim to resolve the issue as quickly as possible.

We will investigate the matter whilst keeping the customer informed and issue a final response letter in line with FCA requirements.