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Treating Customers Fairly

At Frontier Vehicle Leasing, we pride ourselves on being able to provide our clients with a professional and bespoke service. Many of our clients are all business clients and, as such, much of our business does not fall within FCA regulation. However, we take the view that all clients should be treated in the same manner and we have adopted the same business practices across the company to reflect this.

Our aim is best set out in our mission statement:

Working together to ensure we meet our clients’ expectations

 Treating customers, as we like to be treated ourselves

These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfill this objective we must:

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

We regularly monitor our ability to achieve these standards through:

• Regular assessments of individual performance
• Benchmarking performance against quality standards
• Internal and external audits