Treating Customers Fairly
At Leap Vehicle Leasing Limited, we are committed to providing excellent customer service and treating you fairly.
We are fully dedicated to delivering the highest standards of client service and advice. We never forget that you have a choice of supplier, and we are grateful that you have chosen us.
Treating Customers Fairly (TCF) is a key principle set by the Financial Conduct Authority (FCA) to ensure that customers are treated fairly.
At Leap Vehicle Leasing Limited, we adhere to the FCA's six guiding principles for engaging with customers. These principles govern how we:
- Communicate with our customers.
- Deliver our services.
- Ensure fairness in our products, services, and procedures.
The Six Principles of Fair Customer Treatment
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Customer-Centric Culture
- Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
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Product Suitability
- Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
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Clear Information
- Consumers are provided with clear information and are kept appropriately informed before, during, and after the point of sale.
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Suitable Advice
- Where consumers receive advice, the advice is suitable and takes account of their circumstances.
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Product Performance
- Consumers are provided with products that perform as firms have led them to expect, with associated service meeting acceptable standards.
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Ease of Interaction
- Consumers do not face unreasonable post-sale barriers to change products, switch providers, submit claims, or make complaints.
How We Meet These Requirements in Our Day-to-Day Operations
- We continually aim to understand the needs of our clients.
- We ensure that the marketing of our products is:
- Appropriately targeted.
- Clear, not misleading, and highlights risks/conditions as well as key features/benefits.
- 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, avoiding hidden conditions or reliance on complex technical definitions.
- Any advice provided is appropriate and takes into account the customer's individual needs and circumstances.
- We take our clients' privacy seriously and ensure our staff are aware of and follow data protection rules to keep clients' details secure and confidential.
- We take complaints seriously, dealing with them promptly and improving our operations where required.
If You Have a Complaint
Please visit our Complaints Procedure page.