Treating Customers Fairly
Vehicle Consulting East Anglia
At Vehicle Consulting East Anglia, our customers are at the heart of everything we do. We are fully committed to delivering the highest standards of service and advice, ensuring a seamless and customer-focused experience.
Our clients are our most valuable asset, and our goal is to provide a user-friendly, reliable, and cost-effective service. We are dedicated to treating our clients fairly, consistently meeting their expectations of high-quality service.
Commitment to Treating Customers Fairly (TCF)
Our TCF policy aligns with the guidance provided by the Financial Conduct Authority (FCA) to ensure that we consistently deliver fair outcomes to our clients. We take full responsibility for fostering a culture of openness, transparency, and accountability at all levels of our organisation.
The FCA has outlined six key principles that underpin the TCF initiative:
Clients should be confident that they are dealing with a firm where TCF is embedded in the corporate culture.
Services should be marketed and sold responsibly, ensuring they meet the needs of clients.
Clients should receive clear, fair, and transparent information before, during, and after service provision.
Where advice is provided, it should consider each client’s individual circumstances.
Services should be delivered to consistently high standards.
Clients should be able to raise complaints easily, without encountering unreasonable barriers.
We have outlined below how we ensure these principles are embedded in our business operations.
Vulnerable Customers
We are committed to treating all customers fairly, including those who may be vulnerable. To support this commitment, we have a Vulnerable Customers Policy, designed to:
Help our staff identify vulnerable clients.
Provide guidance on appropriate levels of care when engaging with them.
Ensure that all customers receive fair and suitable support based on their needs.
Our Service Standards
We are dedicated to maintaining high service standards by:
Assessing the appropriateness of services for all new clients before accepting an order, ensuring suitability.
Continuously working to understand and meet client needs.
Providing clear, fair, and unambiguous communication at all times.
Ensuring transparency in our services, with no hidden conditions or misleading definitions.
Clearly explaining any risks associated with our services upfront.
Maintaining prominent and accessible service and risk information throughout our engagement.
Informing clients promptly of any conflicts of interest that may arise.
Our Approach
Our priority is to provide an excellent service built on quality and choice. We aim to ensure that both our clients and employees feel confident in choosing us and recommending our services.
We listen to our clients to understand their needs and improve our service continuously.
We take full responsibility for meeting client expectations and consistently enhancing our service quality.
We foster a culture of fairness, ensuring that every client receives the same high standard of service.
Our People & Culture
We recognise that our employees play a crucial role in delivering an exceptional customer experience. To support them, we:
Train all employees thoroughly in customer service and fair treatment principles.
Encourage and reward employees for their commitment to fairness and service excellence.
Promote a company culture where employees are empowered to improve client experiences.
Complaints Handling
In the unlikely event that a client wishes to make a complaint, we take all concerns seriously and handle them efficiently through our published Complaints Procedure.
Our approach is aligned with FCA guidelines, ensuring that:
Clients have a clear and accessible complaints process.
Complaints are handled fairly, promptly, and transparently.
We take corrective action where necessary to improve our services and prevent future issues.