Treating customers fairly

Vansdirect Treating Customers Fairly Policy

Vansdirect is fully committed to Treating Customers Fairly (TCF) and this policy has been designed to demonstrate the application of TCF during the course of our day to day activities. To this endeavor we have embedded the FCA’s six core consumer outcomes within our policies and processes

These are:

1. Consumers can be confident they are dealing with firms where TCF is central to the corporate culture
2. Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and targeted accordingly.
3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale
4. Where consumers receive advice, the advice is suitable and takes account of their circumstances
5. Consumers are provided with products that perform as firms have led them to expect and the associated service is both of an acceptable standard and as they have been led to expect
6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint

Our TCF Mission Statement

We will act with integrity in everything that we do and aim to be in partnership with our customers.

Our TCF Principles:

• Customers will be provided with clear information and kept appropriately informed before, during and after the point of sale.

• We do not provide advice or recommendations of which finance product to choose. We will ask customers questions to narrow down the selection of products that we will provide details on. Customers will then need to make their own choice about how to proceed.

• Our level of service and product performance will meet the expectations of our customers as far as reasonably possible.

• We will ensure that there is no barrier for customers to express their requests, concerns or complaints, and will always be responsive to them.

• Products and services will be designed to meet the needs of clients.

Post-Sale Information and Support

Vansdirect strives to keep its customers informed at all times. Appropriate records are provided as required and on an ongoing basis. We have appropriate capacity and processing arrangements in place to ensure continuous support and no post-sale barriers. Vansdirect has a number of policies and procedures that are relevant to the fair treatment of customers and also achieve adherence to FCA requirements, these are (this is not an exhaustive list):

• Data Protection Policy
• Training and Competence Policy
• Complaint Handling Procedure
• Financial Promotions Policy

Awareness/Training

Vansdirect ensures that all members of staff are familiar with the fundamental principles of TCF. In addition, where applicable, staff are trained in order to efficiently explain and provide our products and services. We make sure that all of our staff achieve the necessary standards and training in order to carry out their job functions with the required competence level. We undertake regular monitoring and assessment of our staff so that we can be certain of their competence.

Complaints

Vansdirect aims to provide excellent customer service and complaint handling is a major component of its TCF measures. We deal with customer complaints fairly, objectively and in accordance with the rules laid down by the FCA. All complaints are recorded and monitored by our Customer Service Manager and reported and analysed in company reports and committee meetings.

Conclusion

Vansdirect culture is and has been throughout the years in line with the outcomes stipulated by the FCA’s TCF initiative. However, we frequently review our policies, procedures and practices to ensure that TCF remains a crucial part of our business.