Treating Customers Fairly & Consumer Duty

Treating Customers Fairly and Consumer Duty

At iCarLease we are committed to giving you excellent customer service, treating you fairly, and ensuring that you receive good outcomes in your dealings with us. We are fully committed to providing the highest standards of client service and advice and we never forget that you have a choice of supplier and are grateful that you've 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 and the Consumer Duty enhanced this by ensuring that customers experience good outcomes in their dealings with authorised firms.

As a part of this, iCarLease follows the relevant aspects of the Financial Conduct Authority's six guiding principles on how to engage with our customers, and the Consumer Duty. The six principles, known as the 'Treating Customers Fairly' principles, and the Consumer Duty govern how we communicate with customers, the level of service we provide, and the fairness and value of our products and procedures. We also continually assess the products and services we provide and monitor the outcomes our customers receive with a view to maintaining exceptional levels of service and satisfaction for our customers.

Treating Customers Fairly 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.

Consumer Duty Principles and Outcomes

Principle 12: A firm must act to deliver good outcomes for retail customers.

Outcome 1: Products and services are specifically designed to meet the needs of consumers, and sold to those whose needs they meet.

Outcome 2: The price of products and services represents fair value for consumers.

Outcome 3: Communications equip consumers to make effective, timely, and properly informed decisions about financial products and services.

Outcome 4: Customer support meets the needs of consumers, enabling them to realise the benefits of products and services and act in their interests without undue hindrance.

Ways We Meet These Requirements in the Day to Day Running of Our Business

We continually aim to understand the needs of our clients.

We regularly review the products and services we offer to ensure that they provide good outcomes for our customers.

We regularly assess price and value of the products and services we offer to ensure that our customers receive good value for money.

We assess the level of customer support we provide to enable our customers to pursue their financial objectives and aim to provide the support to enable them to properly use and enjoy the benefits of the products they purchase.

We regularly monitor the outcomes our customers receive with a view to improving processes and addressing shortcomings.

We ensure that the marketing of our products is appropriately targeted, clear, not misleading, and highlights 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.

We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required.

If you have a complaint, please visit our complaints procedure page.