Treating Customers Fairly

TREATING CUSTOMERS FAIRLY POLICY

At Intelligent Car Leasing we pride ourselves on being a leading UK fleet management provider whilst offering the best combination of advice, products, competitive pricing and outstanding service.
Our aim is best set out in our mission statement:
Our mission is to be the best leasing and fleet management company in the UK by developing our employees personally and professionally, reducing fleet costs and the carbon footprint of our clients, the result of which is ethical and sustainable growth.

These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfil this objective we must:

Encourage our core values of Engagement, Trust, Fairness and Respect through charitable work, community involvement and environmental practices.
Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly
Monitor correspondence and activities to ensure that every customer enquiry is treated consistently and that any advice given is in the customers’ best interests
Continually assess and improve the services we provide to ensure we can meet changing requirements
Provide documentation to clearly and unambiguously explain how our fleet management solutions and products work
Empower our staff to ensure any concerns raised by a customer are immediately addressed
We constantly monitor our ability to achieve these standards through:

Regular training and appraisals to assess individual performance
Benchmarking performance against quality standards
Internal and external audits
Customer satisfaction surveys
Intelligent Car Leasing abides by the six customer outcomes set out by the FCA in relation to 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.