Treating Customers Fairly Policy

Commercial Vehicle Contracts Limited work to deliver the right outcome for the client on each occasion.

Our aim is to provide a quality service to clients and to discharge our services to the best of our ability every time. This aim reflects the culture and philosophy that is central to our activity.

We recognise that to fulfil this objective we must:

• Invest in the training and development of our staff to ensure that they are competent and focused on the importance of treating every customer fairly
• Monitor calls and activities to ensure that each customer enquiry is treated consistently and that  any recommendation given  is in the best interests of the customer
• Continually assess the services we provide to ensure we can meet changing requirements
• Provide documentation to clearly and unambiguously explain how our offerings work
• Empower our staff to ensure any concerns raised by customers are immediately addressed

We will constantly monitor our ability to achieve these standards through:

• Ongoing assessments of individual performance
• Benchmarking performance against quality standards
• Internal and external file checks and audits
• Customer satisfaction surveys

The FCA has outlined six core consumer outcomes that it wishes to see as a result of the TCF initiative:

• 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 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