Treating Customers Fairly

Introduction

The Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) initiative is primarily based on the obligation set out in Principle 6 requiring a firm to pay due regard to the interests of its clients and treat them fairly. GB Car Leasing is fully committed to TCF and this Policy has been designed to demonstrate the application of TCF during the course of our day to day activities. TCF is embedded throughout the FCA’s Handbook and GB Vehicle Contracts supports the TCF initiative and satisfies the FCA’s six core consumer out comes which explain what it wants TCF to achieve for consumers. These are:

Consumers can be confident they are dealing with firms where TCF is central to the corporate culture
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and 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 Circumstances
Consumers are provided with products that perform as firms have led them to expect and the associated service is both 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 a claim or make a complaint

Our TCF Mission Statement

Working together to find the best car leasing solution.

Our TCF Principles

Clients will be provided with clear information and kept appropriately informed before, during and after the point of sale
When advising clients on financial products, the advice will be suitable and take account of their circumstances
GB Car Leasing is a trading style of Green Bison Limited, which is authorised and regulated by the Financial Conduct Authority. Our FCA Firm Registration Number is 672334. Green Bison is a Credit Broker Not a Lender. Green Bison Limited, Unit B1, Caerphilly Business Park, Van Road, Caerphilly, CF83 3ED (Registered Number 04596559).
Our service will meet the expectations of our customers as far as reasonably possible
We will ensure that there is no barrier for clients to express their concerns or complaints, and will always be responsive to them
Products and services will meet the needs of clients

Assessing and implementing our TCF Principles

Marketing

All GB Car Leasing financial promotions and marketing literature are reviewed to ensure that they are appropriate for the target audience and are presented in a clear, fair and not misleading manner.

Sales / Customer Service

We will:

Obtain a good understanding of clients’ needs and financial circumstances so we can find the most suitable product
Only recommend a product that we consider to be suitable, and this will always be the most suitable from the options available
Ensure that our clients understand the service we provide and are aware of any applicable charges
Strive to keep clients informed at all times, regarding possible delays, deliveries etc.
Encourage clients to ask if there's something they do not understand
Give access to a formal complaints procedure should anyone become unhappy with our service

Post-Sale Information and Support

Appropriate records are kept, and we have appropriate capacity and processing arrangements in place to ensure support to customers with queries regarding their contracts.

Policies and Procedures

GB Car Leasing have numerous policies and procedures that are relevant to the fair treatment of clients and adhere to FCA requirements, these are (this not an exhaustive list):

Conflicts of Interest Policy

Data Protection Policy

Training and Competence Policy

Complaint Handling Procedures

Financial Promotions Procedures

Compliance Manual

Management Information

GB Car Leasing use MI to ensure that our TCF commitment is being met. Good MI should be accurate, timely, relevant and consistent.

Staff Training and Competence

GB Car Leasing regularly monitors all key areas of regulatory compliance including TCF. We ensure that all advisers are familiar with the fundamental principles of TCF. In addition, where applicable, advisers are trained to suitably advise on the products and services we offer.

Complaints

GB Car Leasing aims to provide excellent customer service and complaint handling is a major component of its TCF measures. We deal with client’s complaints fairly and objectively and attempt to put things right as quickly as possible, in accordance with the rules laid down by the FCA. All complaints are recorded, monitored and reported in company meetings.

Conclusion

GB Car Leasing’s culture is in line with the outcomes stipulated by the FCA’s TCF initiative. However, we will frequently review our policies, procedures and practices to ensure that TCF remains a crucial part of our business.