Fishergate Leasing Treatiing_Customers

Treating customers fairly

At Fishergate Leasing we are committed to giving you excellent customer service and

treating you fairly. We are fully committed to providing the highest standards of client

service and advice and we never forget that you have a choice of supplier and are

grateful that you've chosen us.

Treating Customers Fairly (TCF) is one of the key principles set by the Financial Conduct

Authority to ensure fair treatment of customers, by improving standards across the

financial industry.

As a part of this, Fishergate Leasing follows the relevant aspects of the Financial Conduct

Authority's six guiding principles on how to engage with our customers. These are known

as the 'Treating Customers Fairly' principles and govern how we communicate with

customers, the level of service we provide and the fairness of our products and

procedures.

The six principles for treating customers fairly

Outcome 1:

Consumers can be confident that 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.

Ways we meet these requirements in the day to day running of our business

We continually aim to understand the needs of our clients

We ensure that the marketing of our products is appropriately targeted, clear, not

misleading and highlights the risks/conditions as well as the key features/benefits of a

product.

We make certain our clients understand the risks associated with our services at the

outset of an instruction.

We keep our clients 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.

Any advice provided will be appropriate and take into account the customer's individual

needs and circumstances.

We take our clients' privacy seriously and ensure that our staff are aware of and follow

rules in relation to data protection to ensure that clients' details are kept secure and

confidential.

We take any complaint seriously and will deal with any complaints promptly and make

improvements to our operations where required.

If you have a complaint

Please visit our complaints page.