Treating Customers Fairly (TCF) Policy.
PV Leasing T/A Prestige Vehicle Leasing
Registered Address: 8 Grosvenor Street, Cardiff, Wales, CF5 1NH
FCA Firm Reference Number: 831955
Effective Date: 21/05/2025
Our Commitment
At PV Leasing T/A Prestige Vehicle Leasing, we are fully committed to the Financial Conduct Authority’s principle of Treating Customers Fairly (TCF). This principle is embedded into our culture and guides all aspects of our business operations. We aim to deliver products and services that meet the needs of our clients and to provide a clear, transparent, and consistent customer experience throughout the entire journey.
The FCA’s Six Consumer Outcomes
We align our business with the six TCF outcomes defined by the FCA:
Outcome 1: Consumers can be confident that they are dealing with a firm where the fair treatment of customers is central to the corporate culture.
Outcome 2: Products and services marketed and sold are designed to meet the needs of identified customer 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 customers receive advice, the advice is suitable and takes account of their individual circumstances.
Outcome 5: Customers are provided with products that perform as the firm has led them to expect, and the associated service is of an acceptable standard.
Outcome 6: Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
How We Apply TCF in Practice
We implement TCF through the following actions:
Client Understanding: We take the time to understand each customer’s needs, financial position, and knowledge before recommending any finance product.
Clear Communication: We present all information in plain language and explain all key features, risks, costs, and commitments. We avoid jargon and disclose any fees and commissions.
Suitability of Finance Products: We only recommend finance options that are appropriate for the customer's requirements, preferences, and affordability. We always encourage clients to explore alternative providers.
Transparency of Charges: We provide clear, upfront details of our administration fee (£399 on new vehicle orders) and inform customers of any commissions we may receive from lenders.
Complaint Handling: We have a robust complaints procedure in place to ensure all concerns are handled promptly and fairly. Customers can escalate complaints to the Financial Ombudsman Service if needed.
Staff Training: Our team receives regular training on TCF principles, product knowledge, and compliance requirements to maintain high standards of customer service.
Monitoring and Review: We continually monitor our processes and customer interactions to ensure TCF principles are upheld. Customer feedback is regularly reviewed to improve our services.
Vulnerable Customers
We recognise that some clients may be in vulnerable circumstances. We take appropriate steps to identify and support vulnerable customers by adjusting our approach and providing additional time, information, or guidance when necessary.
Customer Rights
Customers have the right to:
Receive honest and clear advice.
Understand the finance products and services offered.
Decline any recommendations without pressure.
Be treated respectfully and fairly at all times.
Make a complaint and have it handled fairly.
Review
This policy is reviewed annually or whenever significant changes occur within the business or regulatory environment.
Contact Us
If you have questions about this policy or would like a copy in an alternative format, please contact:
PV Leasing T/A Prestige Vehicle Leasing
8 Grosvenor Street, Cardiff, Wales, CF5 1NH
0113 8730845
info@prestigevehicleleasing.co.uk