Treating Customers Fairly Policy
We’re authorised and regulated by the Financial Conduct Authority (FCA) and we’re committed to abiding by their Principles for Business. We’d like to share two of these Principles with you as they’re important and about our dealings with our customers. We must 'pay due regard to the interests of its customers and treat them fairly' (we refer to this as Treating Customers Fairly) and we must ‘act to deliver good outcomes for retail customers’ (which we refer to under Consumer Duty). We’ll expand on what the FCA’s expectations are of the outcomes that you should receive and how we meet these expectations.
We have a dedicated Consumer Duty Champion, who constantly looks to improve our customer experience by delivering relevant information and great service to help you achieve the outcome that you want and monitors and tests our performance to ensure that we're adhering to the FCA's requirements. You can trust us to always look after your best interests by treating you fairly, conducting our business dealings with integrity, due care, skill, and diligence and providing you with clear, fair, and not misleading information so that you are able to make an informed decision and achieve the outcome that you want.
Treating Customers Fairly
Under Principle 6, the FCA describes six consumer outcomes that they expect firms to strive to achieve to ensure that customers are treated fairly. They are:
Consumers are confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
Products and services marketed and sold in the retail marketplace are designed to meet the needs of identified consumer groups and are 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 needs and circumstances.
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.
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit claims or make a complaint.
How do we do this?
We love our customers and the people who make everything happen! We have a strong culture of looking after our customers and doing things right, so we’re really choosy about the people who join us. All of us at FleetEV embrace giving our customers the best experience and we’re always looking at ways to improve. We like to improve ourselves too, which is why we have a continual training programme so that we can be the best that we can be in helping our customers. You can feel confident in the service that we provide as we’ll always put you first.