Treating Customers Fairly is a core principle of our company and the way we conduct our business.

Central to our Treating Customers Fairly ethos is our commitment to providing clear and concise information, free of "jargon" and written in plain English. For further information see our Financial Promotions Policy and Consumer Duty Policy.

Our Core Principles

The core principles of our “Treating Customers Fairly” Policy are as follows:

1.     We are an organisation which holds the fair treatment of our customers as central to our corporate culture.

2.     Products and services are designed to meet the individual needs of our customers and are marketed in accordance with CONC 3.

3.     Our customers are provided with clear information and are kept appropriately informed before, during and after the finance has been arranged.

4.     We will ensure that deals suggested to customers are suitable for their needs and take account of their individual circumstances, having obtained an understanding of their requirements.

5.     Customers will not face unreasonable post-lending arrangement barriers imposed if they find the product is not fit for purpose and wish to make a complaint or access any other post-sale support.

6.     We will ensure that any complaints or grievances are managed in a sympathetic, positive, and professional manner and in line with the DISP rules.

7.     We will ensure that members of staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers.

8.     We will offer its staff regular training in the principles of TCF as and when appropriate, ensuring continuing professional development by encouraging reading of the trade press, FCA website, newsletters, and dissemination of relevant information as and when it becomes available.

Our Service

•       We ascertain the appropriateness of the requested service for all new customers prior to accepting a deal, ensuring it is in line with their knowledge and experience.

•       We continually aim to understand the needs of our customers.

•       We aim to keep our customers 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.

•       We will keep an accurate and comprehensive record of all our dealings with a customer, so that in the event of any dispute or discrepancy, we will be able to provide a full breakdown of exchanges between all parties.

•       We make certain our customers understand the risks associated with our services at the outset of an instruction, where appropriate.

•       We work hard to ensure that service and risk information remains clear and prominent at all times.

•       In the unlikely event that there is a conflict of interest, we will inform our customers as soon as possible once we become aware of it.

Our Approach 

Our priority is to provide our customers with an excellent service underpinned by quality and choice.

Our service is shaped by listening to our customer’s needs and understanding what is important to them. We take responsibility for meeting the needs of our customers and always look for ways to improve the quality of our service.

We aim to treat our customers fairly and deliver high quality services which meet their expectations throughout their relationship with us.

We recognise that everyone at FleetEV Limited is critical to creating a positive client experience and ensuring our customers are treated fairly. Our culture and values encourage and support any staff to deliver this.

All staff will have training in dealing with our customers, and in treating them fairly.