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Treating Customers Fairly

Go Green Leasing is committed to providing excellent customer service and treating all of our customers fairly. We are dedicated to providing the highest standards of customer service and advice, and we never forget that all of our customers have a choice of supplier and so are extremely 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, Go Green 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.

 

The ways in which we meet these requirements in the day to day running of our business

We always aim to understand the needs of our clients and put this at the forefront of everything we do.

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 from the outset.

We review internal processes regularly to make sure our customers get the best possible service at all times.

We collect customer feedback at various points of the sales process so as to monitor our performance and identify areas where improvements can be made.

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.

 

What to do if you think you have been treated unfairly

It is our aim to provide all of our customers with an exemplary level of service at all times. However, if you feel that you have not been treated fairly, or you wish to complain about our service, you can find out how to do this here Complaints Procedure

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