Treating Customers Fairly

1. Our Commitment

As an FCA authorised firm (FCA Reference: 659121), treating customers fairly is at the heart of everything we do. We are committed to delivering fair outcomes across all stages of our relationship with you — from the first point of contact through to the end of your lease agreement.

2. The Six Consumer Outcomes

The FCA has identified six outcomes that firms should strive to achieve to ensure fair treatment of customers. We are committed to delivering all six:

Outcome 1: Culture

Consumers can be confident that they are dealing with a firm where the fair treatment of customers is central to our corporate culture.

Outcome 2: Products and Services

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: Clear Information

Consumers are provided with clear information and are kept appropriately informed before, during, and after the point of sale.

Outcome 4: Suitable Advice

Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: Performance and Service

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: Barriers

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim, or make a complaint.

3. What This Means for You

In practical terms, our TCF commitment means you can expect:

• Honest communication: We will always be upfront about costs, terms, and any fees associated with your lease
• Suitable products: We will only recommend products and finance arrangements that are appropriate for your needs and circumstances
• Clear documentation: All paperwork and agreements will be written in plain English and we will explain anything you are unsure about
• No pressure: You will never be pressured into making a decision. We encourage you to take time to consider your options
• Transparent pricing: All prices are clearly displayed and we will explain any additional costs before you commit
• Commission disclosure: We will be transparent about any commission we receive when arranging finance on your behalf
• Accessible complaints process: If something goes wrong, we have a straightforward process for resolving complaints
• Vulnerable customers: We have processes in place to identify and support customers who may be in vulnerable circumstances

4. Vulnerable Customers

We recognise that some customers may be in vulnerable circumstances due to health conditions, life events, financial difficulties, or other factors. We are committed to:

• Training our staff to recognise signs of vulnerability
• Adapting our processes to meet individual needs
• Providing additional support where needed
• Ensuring vulnerable customers achieve the same fair outcomes as other customers

If you would like to tell us about any circumstances that may affect how we deal with you, please speak to any member of our team.

5. How We Monitor TCF

We regularly review our compliance with TCF principles through:

• Regular staff training and development
• Monitoring customer feedback and complaints
• Internal audits and quality checks
• Management oversight and reporting
• Reviewing our products and processes

6. Contact Us

If you have any questions about our approach to treating customers fairly, or if you feel you have not been treated fairly, please contact us:

• Email: info@vehicles2lease.co.uk
• Phone: 0161 764 0409
• Address: V2L Limited, Fernhill Depot, Todd Street, Bury, BL9 5BJ

You can also view our Complaints Procedure if you wish to raise a formal complaint.