Treating Customers Fairly, what does this mean?

Treating Customers Fairly (TCF) is a key principle set by the national financial regulator the Financial Conduct Authority (FCA) to ensure customers are treated fairly.

The FCA has outlined 6 outcomes as part of the TCF which include:

Outcome 1: Customers 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 any identified consumer groups and are targeted accordingly.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after 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 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 ensure customers are treated fairly?

You can expect the following services when dealing with Central (UK) Vehicle Leasing Ltd:

  • Clear, fair and transparent pricing
  • Continue to make certain our customers understand from the outset about any risks associated with the services we provide.
  • Keeping customers informed of all information at all times in a way that isn’t misleading or ambiguous.
  • Clear and transparent information regarding our fees in our Initial Disclosure Document.
  • Continual monitoring of competitive market to ensure customers achieve value for money.
  • We understand our customer’s privacy, please see our privacy policy for more information.
  • Full complaints handling procedure.