Treating Customers Fairly

We are committed to giving you excellent customer service and treating you fairly. Providing high standards of customer service and advice, knowing you have a choice of supplier.

Treating Customers Fairly (TCF) is a key principle set by the financial regulator the Financial Conduct Authority (FCA) to ensure that customers are treated fairly.

At Vehicle Partners Ltd we adhere to the FCA's six guiding principles on how to and communicate with our customers, the level of service we provide and the fairness of our products, services and procedures.

Six principles to ensure fair treatment of our customers

    1. Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
    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.
    3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
    4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.
    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.
    6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

    FCA 12th Principle

    The Financial Conduct Authority has introduced a 12th Principle. This is an additional principle of business which Vehicle Partners will act on and deliver. The three key rules are:
      1. Avoid causing foreseeable harm.
      2. Enable and support retail customers to pursue their financial objectives.
      3. Act in good faith

    Products and Services

      • Product or service fit for purpose
      • Meeting the customers requirements

    Price and Value

    To achieve this Vehicle Partners will cover the following activities, detailed below:
      • Price delivers on fair value
      • Deliver on quality

    Consumer Understanding

      • Customer knows what they are buying
      • Have made an informed decision

    Customer support

      • Has the customer received sufficient support at all stages
      • Are complaint handing processes sufficient

    Ways we meet these requirements in the day to day running of our business

      • Aim to understand the needs of our clients
      • Ensure marketing of products is appropriately targeted, clear, not misleading and highlights the risks/conditions as well as the key features/benefits of a product
      • We make certain our clients understand the risks associated with our services at the outset of an instruction
      • Keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading
      • Our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
      • Advice provided will be appropriate and take into account the customer's individual needs and circumstances
      • Our clients' privacy taken seriously and ensure that our staff are aware of and follow rules in relation to data protection to ensure that clients' details are kept secure and confidential
      • Take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required

    If you have a complaint

    Please visit our complaints procedure page.