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Treating Customers Fairly

From the very outset when Director Gary Cunningham established Go Leasing Ltd in 2003, it was that the core value in the day to day running of our business should be that "treating customers how we would like to be treated ourselves" should be paramount.

TCF or Treating Customers Fairly is a key principal laid down by the Financial Conduct Authority. There are six elements which guide the way in which we should deal with our customers, the levels of service, communication, the products we offer and the expectations of the customer should be clear and fair.

  • 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.

In practical terms How Do We Do This:

  • We will listen to our customers to understand their needs.
  • We will only offer or market products which are appropriate to the status of the customer. They will be clearly written in plain English. Risks will be highlighted as well as the key benefits and features.
  • We will do all that we can to ensure that the customers understands any risks associated with products and or services on offer.
  • We will offer services that are delivered to the customers in an open and clear manner and that there will be no hidden conditions or complex definitions.
  • Any advice offered will take into account the customers requirements and circumstances.
  • We will ensure that the customer’s privacy is taken seriously and that any member of staff will follow the rules in relation to data protection and how we keep customers details secure and confidential.
  • By taking any complaint seriously. Deal with it promptly. Learning from any outcome and amend any processes where necessary.

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