Treating Customers Fairly (TCF)


Excellent customer focussed service is central to our culture and business strategy, this policy sets out the ways in which we aim to ensure all customers are treated fairly. Our policy is broken into several key areas as detailed in the paragraphs below. As a business we have focussed on and have been able to build our customer base through referrals and this has meant that great customer service, suitable products and competitive prices have been key since day one.

We aim for all of our customers to promote our business positively to friend, family and colleagues and recognise that the TCF is central to this objective. We aim to measure TCF by using our independant customer reviews and recorded customer complaints.


Purpose of our TCF Policy

This treating customers fairly (TCF) policy ensures that we:

  • Our customer know what level of service to expect from us.
  • Set a internal culture that is built around the best customer outcomes.
  • Provides a framework that our staff can apply when making decisions.
  • Meet the guidelines set by the FCA and BVRLA in relation to TCF.

Six Consumer Outcomes – Financial Conduct Authority

There are six consumer outcomes that leasing brokers should strive to achieve to ensure the fair treatment of all customers.

  • Outcome 1: Consumers can be confident that the fair treatment of customers is central to our company culture.
  • Outcome 2: Products and services marketed and sold are designed to meet the needs of our customers 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 Note - we do not offer any advice or recommendation.
  • Outcome 5: We provide leasing products that perform as we have outlined, and the associated service is of an acceptable standard
  • 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.

Our Culture

We aspire to running a business with friendly, well-trained and customer focussed staff by setting:-

  • An ethical approach to decision making that can be be applied by staff within our processes and controls.
  • Our ethos is shared internally so that all staff can communication consistent service standards and key messages to our customers.
  • We have invested in our people to ensure we have a very strong and customer focussed management team.
  • Our staff are targeted to deliver and audited on high standards and fair outcomes.
  • We have recruited a strong customer service team to ensure the whole journey is a positive one.
  • We have an end of contract team to ensure that the experience is great when the lease come to an end.

Customer Feedback / Satisfaction Measures

We have built our business around customer referrals and to do this we require clients to be promoters of our business. To ensure we have a continual feedback loop we monitor service levels using the following methods :-

  • We use an independent review website that is integrated into our own website and this enabled us to track customer feedback.
  • Customers are invited to provide feedback at any stage of the process.
  • Feedback received is combined with complaints data to improve our processes.

Customer Complaint Management

We see a customer complaint as a vital route for feedback and also an opportunity to positively turn around the customers expirience :-

  • Our complaints process is clearly sign posted on every page ofour website and customers can easily submit a complaint online - View here.
  • All staff are trained to log every customer complaint with the aim that every expression of dissatisfaction is dealt with professionally.
  • We hold regular meetings focussed on agreeing improvement actions using the themes from customer complaints.
  • We have a designated complaints handler in our customer services team who is trained to handle complaints that can’t be resolved at the point of initial contact.
  • We have worked with an external consultancy to review our complaints processes and professionally train our staff.

Leadership

In the past 2-3 years we have invested in our people and have developed a strong leadership team who share our business values :-

  • We have four extremely strong and customer focussed senior managers who support the Directors and are individually responsible for sales, customer services, finance and HR.
  • Our organisational structure allows us to observe, provide feedback and coach within the day to day role.
  • We record our calls for the training and monitoring purposes.

Internal / External Audit

We have an internal second line of defence who conducts audits on our orders/calls and provides a weekly report to management. We also work with an external compliance consultancy who conduct regular full external audits on our business. Our finance company partners and the BVRLA also conduct audits to ensure TCF standards are met.

Staff Reward & Incentives

All of our sales staff are employed, have a basic salary plus a performance related bonus. Any bonus paid takes into account customer service performance indicators to help ensure that we treat customers fairly.


Other Important Links

Initial Disclosure Document & Terms of Business
Information Notice - Our Fees
About Us
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