Treating Customers Fairly at Remora Vehicle Leasing
At Remora Vehicle Leasing, we are dedicated to providing excellent customer service and ensuring that every client is treated fairly. We understand the importance of your choice in suppliers and are grateful that you’ve chosen us. Treating Customers Fairly (TCF) is a fundamental principle established by the Financial Conduct Authority (FCA) to ensure customers receive fair treatment, and we are fully committed to upholding these standards.
We adhere to the FCA's six core principles for customer engagement, which guide how we communicate, deliver services, and maintain fairness across our products, services, and procedures.
Our Commitment to the FCA’s Six Principles:
1. Customers can trust that fair treatment is at the heart of our company’s culture.
2. Our products and services are designed to meet the specific needs of targeted customer groups.
3. Customers are provided with clear, relevant information and are kept informed before, during, and after their purchase.
4. Any advice given to customers is suitable for their individual needs and circumstances.
5. We ensure that our products perform as promised, and the level of service meets expectations.
6. Customers do not encounter unnecessary barriers when switching products, submitting claims, or making complaints.
Under Principle 12, the outcomes that the FCA have expectations for are;
- Products and Services
The rules and guidance under the products and services outcome is aimed at ensuring that products are designed to meet the needs, characteristics and objectives of a target group of customers and are distributed appropriately.
- Price and Value
The FCA wants all consumers to receive fair value. This is not just about price, but ensuring that there is a reasonable relationship between the price paid for a product or service and the overall benefit a consumer receives from it.
- Consumer Understanding
The consumer undrestanding outcome is designed to ensure that firms support and enable consumers to make informed decisions about financial products and services. Firms will be required to provide information consumers need, at the right time, and presented in a way they can understand.
- Consumer Support
The consumer support outcome requires firms to provide a level of support that meets consumers' needs throughout the relationship with firm.
Remora Vehicle Leasing Limited aims to meet its obligations to Consumer Duty at the same time adhering to the Treating Customer's Fairly expectations.
How We Meet These Standards in Our Daily Operations:
- We strive to continually understand the needs of our clients.
- Our marketing is clear, targeted, and transparent, ensuring that risks and conditions, as well as benefits, are fully communicated.
- We ensure that clients are aware of any risks associated with our services from the outset.
- We keep our clients informed with clear, concise, and non-misleading information.
- Our services are transparent, with no hidden conditions or overly complex technical jargon.
- Any advice we offer is tailored to the unique needs and circumstances of each customer.
- We prioritize our clients' privacy, ensuring that all data protection regulations are followed, and personal information remains secure.
- We take complaints seriously, addressing them promptly and using feedback to improve our services.
Have a Complaint?
For more details, please visit our Complaints Procedure page.
