Treating Customers Fairly

We are fully committed to treating customers fairly (TCF) and this policy has been designed to demonstrate the application of TCF during the course of our day to day activities. To this endeavor we have embedded the FCA’s six core consumer outcomes with our policy and processes.

These are:

1. Consumers can be confident that they are dealing with firms where TCF 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 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 both 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 charge product, switch provider, submit a claim or make a complaint

OUR TCF MISSION STATEMENT

We will act with integrity in everything that we do and aim to be in partnership with our customers
Our TCF Principles

• Customers will be provided with clear information and kept a properly informed before, during and after the point of sale
• We do not provide advice or recommendations of which finance product to choose we will ask customers questions to narrow down the selection of products that we will provide details on. Customers will they need to make their own choice about how to proceed
• Our level of service and product performance will meet the expectation of our customers as far as reasonably possible
• We will ensure that there is no barrier for customers to express their requests, concerns or complaints and will always be responsive with them
• Products and services will be designed to meet the needs of clients

POST-SALE INFORMATION AND SUPPORT

Van sales UK always strives to keep its customers informed. Appropriate records are provided as required and on an ongoing basis. We have appropriate capacity and processing arrangements in place to ensure continuous support and no posts-sale barriers. Van sales UK has several policies and procedures that are relevant to the fair treatment of customers and also achieve adherence to FCA requirements. These are (this not an exhaustive list):

• Data protection policy
• Training and competence policy
• Complaint handling procedure
• Financial promotions policy

AWARENES / TRAINING

Van sales UK ensure that all members of staff are familiar with the fundamental principles of TCF. In addition, where applicable, staff are trained in order to efficiently explain and provide our products and services. We make sure that all our staff achieve the necessary standards and training in order to carry out their job functions with the required competence level. We undertake regular monitoring and assessment of our staff so that we can be certain of their competence

COMPLAINTS

Van Sales UK aims to provide excellent customer service and complaint handling in a major component of the TCF measures. We deal with customer complaints, objectively and in accordance with the rules laid down by the FCA. All complaints are recorded and monitored by our Customer Service Manager and reported and analysed in the company reports and committee meetings

CONCLUSION

Van Sales UK culture is and has been throughout the years in line with the outcomes stipulated by the FCA’s TCF initiative. However, we frequently review our policies, procedures and practices to ensure that TCF remains a crucial part of our business