This policy deals with Car Lease Agent Limited’s (CLA ) responsibilities to comply with the FCA's Treating Customers Fairly ("TCF") initiative.
The aim of FCA’s Treating Customers Fairly (TCF) initiative is to ensure that firms meet the requirements of Principle 6 to “pay due regard to the interests of its customers and treat them fairly”. What constitutes fairness is evidenced differently for each firm, depending on their type of business, product and service range, target customers and the channels used to sell and support their products and services.
The TCF initiative focuses on six customer outcomes:
The FCA expects TCF to cover every aspect of the our business including staff training, marketing, suitability of customer transactions, meeting customer expectations, complaints handling and conflicts of interest
The FCA views the corporate culture and having effective management information tools as the key to delivering fairness to customers. Elements of the corporate culture from the TCF initiative which are relevant to all firms include:
The principal requirement of the FCA's message on effective management information is that the firm should have information which is relevant to the TCF outcomes either directly or through the elements of the firm's stated corporate culture. This will include monitoring the systems and controls that the firm has put in place to ensure customers are treated fairly
We recognise that some of our customers may be categorised as vulnerable, due to either financial profile or some mental and/or physical impairment.
As a firm we pay due regard to the needs of all of our customers and do not exclude particular client groups but rather assess every customer or potential customer on their particular circumstances.
In dealing with vulnerable customers, as with all other customers we ensure: