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Treating customers fairly

At we are committed to ensuring that the Financial Conduct Authority's (FCA) key principle of treating customers fairly (TCF) is applied in all areas of our day to day business activities. We are fully committed to providing the highest standards of client service and advice whilst never forgetting that you have a choice of suppliers and products available to you. In adopting the TCF principle we recognise that the fair treatment of our customers is about adding value to the service we offer and ensuring we achieve the six "customer outcomes" as outlined by the regulator (FCA).

The six "customer outcomes"

  • Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  • 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.
  • Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • 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.
  • 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.

How do we achieve this?

We continually aim to understand the needs of our clients.

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.

We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required (for our full complaints procedure please visit the "complaints page").

What's in it for us?

By taking this approach Fleetprices will ensure that TCF is at the heart of all its activities and its culture will be one where the needs and expectations of the consumer are put above all else. As a firm we will benefit through customer satisfaction, long lasting customer relationships and a sustainable, customer centric business. Thank you for choosing us!

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