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Treating customers fairly

At TFS Vehicle Leasing we are committed to giving you excellent customer service and treating you fairly. 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.

As a part of this, TFS Vehicle Leasing follows the relevant aspects of the Financial Conduct Authority's six guiding principles on how to engage with our customers. These are known as the 'Treating Customers Fairly' principles and govern how we communicate with customers, the level of service we provide and the fairness of our products and procedures.

The businesses, its management team and staff understand how important & essential it is to look after & support its customer base as the customer is the key source of business.

This policy has been adopted by TFS Vehicle Leasing, a part of The CAMS Group of companies in order to continually focus any sales of products to adhere to the guidance set out by the Financial Conduct Authority and to ensure that the service provided to its customers is of a high standard.This policy may at times refer to the word “Product” Where this term is referred to should only be thought of as in relation to the sale of non-investment insurance products or credit brokering.

The six principles for treating customers fairly

  • 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.

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 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.

Our Policy Statement, Training & Systems (Treating Customers Fairly)

We aim to ensure that all staff & our management team are fully aware of the importance of our TCF policy.

Our main mission statements are,

TFS Vehicle Leasing – “Hassle Free Leasing”

Central Accident Management Services Ltd & Nationwide Assist Ltd – “Keeping You On The Road”

In order to ensure that the group adheres to both its mission statements and TCF policy the board and its management team have invested heavily in the implementation of system processes, customer agreements, scripting and departmental structures which surround this core focus.

Any customer complaints are dealt with in line with FCA regulations and guidelines and are implemented within our systems to ensure a smooth procedure for the end user. Any complaints are also followed up by daily reports and complaints status updates sent to all department Managers and the board on a daily basis.

The group of companies only work with providers of its products - Partners, insurance brokers, suppliers & funders who are able to demonstrate this same core value.

We include our TCF policy in any new staff member’s induction plan and training documentation alongside other policies such as the groups “Vulnerable Persons Policy”

Products & Marketing

TFS Vehicle Leasing, a trading style of Central Accident Management Services Ltd do not underwrite any policies for products sold which relate to non-investment insurance and are solely a broker of products. This statement also applies to the sale of vehicle leasing products which are again only brokered by The CAMS Group to the end user. TFS Vehicle Leasing in the respect of non-investment insurance and vehicle leasing are infact the middle man (Broker) only.

We rely on customer feedback to focus our management team and staff members on any improvements or implementations required in order to ensure that our core focus on TCF is not affected through reviews and end of order questionnaires, a process carried out by the department heads and fed back to the board and operational teams.

This feedback ensures that we can continually focus on,

•Adhering to both our mission statements and TCF policy.
•Adhering to our “Vulnerable Persons Policy”
•Improving service/systems where necessary and ensuring that our products where offered are sold are and were suitable for the customer’s needs.

Our operational team review this feedback and data weekly to ensure that our focus is continuously met.

Group Sales & Aftersales Processes & Activities

TFS Vehicle Leasing broker and mediate both vehicle leasing and vehicle protection insurance products to the customer, although our business does not underwrite or write any risk independently towards these products we work with suitable suppliers to ensure that the quality of product and service provided is of a high standard.

Our systems and in particular our customer relationship management software has been designed in house by our operational team alone to ensure that any automated processes and documentation/contracts have been designed to adhere with the groups core values and policies.

All documentation to follow has been designed around all guidelines set out by the regulatory bodies and our own core values and policies and are raised via the system leaving little room for any error, they are later prior to being sent to the customer/supplier signed off by a Manager prior to being sent to any end user or supplier to ensure high quality and very little room for error,

•Customer finance applications for vehicle leasing products & vehicle protection insurance products.
•Customer order forms for vehicle leasing products & vehicle protection insurance products.
•Dealer/Supplier order forms for vehicle leasing products & vehicle protection insurance products.
•Credit hire agreements and other storage/recovery or credit hire related documentation/contracts/agreements.

All staff members are educated, trained and issued with training documentation which detail system processes prior to being authorised to carry out the sale or aftersales procedures for any of the Groups products and are continuously monitored by way of monthly audits to ensure that any improvements and additional training where necessary are carried out.

This reduces the risk of any potential conflict or error.

Complaints Handling

Our complaints procedures all comply with the guidelines set out by our regulatory bodies and our groups policies. Again, our system has been specifically designed to make a smooth complaints procedure for the customer and to place them in touch with the correct person within our business.

The company has a separate complaints training document handed to and which is used as part of the training for a new member of staff upon induction. These documents detail the system processes and are available at all times on a central shared server and implemented within the CRM via a push button which will email our complaints procedure to the staff member immediately.

If you have a complaint

Please visit our complaints procedure page.

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