Treating Customers Fairly

 Terms:

All Vehicle Contracts Limited may also be referred to herein as ‘We’ ‘Company’ ‘AVC’ ‘Us’ ‘Our’ and ‘All Vehicle Contracts’.

Customers and potential Customers may also be referred to herein as ’You’ and ‘Clients’.

Treating Customers Fairly

At All Vehicle Contracts Limited, We are committed to giving you excellent customer service and treating You fairly. We are fully dedicated to providing You with the highest standards of Client service and advice; We never forget that you have a choice of supplier and are grateful that you have chosen us.

Treating Customers Fairly (TCF) is one of the key principles set by the Financial Conduct Authority to ensure fair treatment of Customers, by improving standards across the financial industry.

This Policy provides guidance on how We intend to meet our objectives in ensuring that we look after the best interests of our Customers by treating them fairly. It is Our intention to offer clear, fair and not misleading information and to handle all matters with integrity, due care, skill and diligence. We will manage fairly any Conflict of Interest that may arise and provide suitable products at the best value prices for our Customers.

All Vehicle Contracts follow the relevant aspects of the Financial Conduct Authority's six guiding principles on how to engage with our Customers, as well as those we like to achieve for ourselves. The six principles are known as the 'Treating Customers Fairly' principles and govern how We communicate with Customers, the level of service We provide and the fairness of our products and procedures.

The six principles for treating customers fairly

Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Customer care with AVC starts from first point of contact, by the correct qualification of thier requirements. Our initial disclosure document must be enclosed from first point of contact.  

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.

AVC offer a full range of services that must be explained, at point of contact and in writing by way of offering quotation, with all the required key facts examples.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Our commitment to providing clear and precise information is demonstrated in our Order Procedure, from first point of contact we insure we understand the core values of what we are offering to our clients.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Customer circumstances should have been made clear upon initial qualification, if you deem that they may be in Vulnerable Circumstances, you must understand how we deal with this under Risk Assessment.

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.

Again this falls under our Order Procedure and the steps we take to qualify professionally from initial contact to delivery and beyond.

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.

We have re written the Complaint Procedure to make it easier to understand and communicate how we would handle any complaints, complaint handling is an important part of our compliance procedures and must be dealt with accordingly, of course we will try our utmost to avoid any complaints throughout the sales process.

Our Order Process does not allow us to switch provider of finance, unless we start the sales process over with a new order. Because of the nature of our business this would be an unlikely occurrence, and as so it should not constitute a post sale barrier.

requirements in the day to day running of our business

• We continually aim to understand the needs of our Clients
• We ensure that the marketing of our products is appropriately targeted, clear, not misleading and highlight 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.
• We keep our Clients fully informed in a clear and fair manner that is unambiguous and not misleading.
• We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
• Any advice provided will be appropriate and take into account the Customer's individual needs and circumstances.
• We take our Clients' privacy 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. Our staff undertake regular training to ensure that they remain compliant and are kept up to date with changes in procedures.
• We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required.

Our Complaint Procedure