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Treating Customers Fairly Policy

At Ideal Vehicle Leasing Limited, we always aim to treat customers fairly. We pride ourselves on offering the best combination of advice, products, competitive pricing and outstanding service. We endeavour to conduct our business with skill, care and integrity, be transparent, respect your confidentiality and not put ourselves in a position where our duty to you is compromised.

At Ideal Vehicle Leasing we comply with the six outcomes set out by the Financial Conduct Authority for its regulated firms;

Outcome 1: Consumers can be confident 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.

Ideal Vehicle Leasing aim to deliver this by;

  • Regularly review FCA material.
  • Frequently attending workshops.
  • Provide documentation to explicitly explain how our services work.
  • Continuously monitor calls and email to ensure all enquires are treated homogeneously and in the best interests of our customers.
  • Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly.

We constantly monitor our ability to achieve these standards through:

  • Regular written assessments of individual performance.
  • Benchmarking performance against quality standards.
  • Internal and external audits.
  • Customer satisfaction surveys.