Treating Customers Fairly Policy

Vanaways UK Limited abides by the 6 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.

Vanaways UK Limited consistently encourage core values of Engagement, Trust, Fairness and Respect through our dealings with customers. Our commitment to treating customers fairly is clearly outlined on our website and we invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly.

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.

All our products and services have been tailored to the needs of our customers based on market demand, competitive pricing, and customer feedback. We never target specific customers and market our products and services on our website.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Documentation is provided to customers to clearly and unambiguously explain how our solutions, products, and services work. A full outline of all product types on offer is provided before each agreement to allow each customer to make a fully informed decision. Customers are updated regularly by our dedicated support team during and after their purchase, right up until the point of returning their vehicle to us.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

We monitor correspondence and activities to ensure that each customers’ enquiry is treated consistently, and that any advice given is in the customers’ best interests. This includes reviewing deal files and providing comprehensive terms and conditions to all customers to ensure that their circumstances have been considered.

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.

At Vanaways UK Limited we continually assess and improve the services we provide to ensure we can meet changing requirements. Customer feedback is considered to ensure that we continue to meet and exceed customer expectations while maintaining competitive pricing.

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.

We empower our staff to ensure any concerns raised by a customer are immediately addressed. Detailed complaints information is outlined clearly on our website. All product risks and benefits are clearly outlined to customers pre-sale to avoid any post-sale contract issues.

We constantly monitor our ability to achieve these standards through:

• Regular training, compliance checks and appraisals to assess individual performance.
• Benchmarking performance against quality standards.
• Internal and external audits.
• Customer satisfaction surveys.