TREATING CUSTOMERS FAIRLY
Ass a business our responsibility to you is part of what we do, every day, throughout our business. We're responsible for our customers, our business and our employees and without them we wouldn't be the business we are today.
At Total Vehicle Leasing we provide the best possible customer service and treating you in the fairest possible manner.
Treating Customers Fairly (TCF) is a key principle set by the national financial regulator the Financial Conduct Authority (FCA) to ensure that customers are treated fairly.
In accordance with the FCA charter customers expect financial services and products that meet their needs from firms they trust. The FCA defines six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers. These remain core to what we do as a business
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.
In practical terms how do we do this
Put the needs and requirements of our customers at the forefront of everything we do and listen to understand your needs.
Ensure we offer only market products which are appropriate to the customer not limited to being targeted, clear, and unambiguous.
We will always highlight the risks and conditions as well as the key features and benefits of any offer.
Continue to make certain our customers understand from the outset about any risks associated with the services we provide
Ensuring we deliver to customers openly services that show clarity and transparency with no hidden conditions or complex definitions.
Maintaining clarity. We don't want our customers to feel like any information is being kept from them, our services are free from any hidden terms and conditions or complex technical jargon.
Offer accurate advice that is appropriate to a customer's specific circumstances and requirements.
On a regular basis we review our internal processes and systems to make sure our customers are getting the best possible service.
We will ensure that any compliant is dealt with in a timely and professional manner. You can read more about our Complaints procedure here.