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Treating Customers Fairly

TCF POLICY STATEMENT

Consumer outcomes

The Financial Conduct Authority dictate that there are six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers. These outcomes are at the core of what the FCA expects of firms and is at the core of everything we do at Frontier.

• 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.

How we ensure we Treat ALL Customers Fairly

At Frontier Vehicle Leasing, we pride ourselves on being able to provide our clients with a professional and bespoke service.
To make sure we treat our customers fairly we:

• 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 audit

 In our sales process we will make surer that we:

• Explain all the important details of our leasing products including the benefits and considerations for the customer.
• Be completely transparent always.
• Never pressure a customer into a sale
• Make sure that the customer understands all aspects of a contract before entering into in agreement with us or the leasing provider.