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Treating Customers Fairly

Greenleaps is a trading style of Drivespeed Leasing Limited

Introduction

The Directors and Senior Management of Drivespeed Group are committed to ensuring that the FCA Principles of treating customers fairly (TCF) is applied to all areas of our business and day to day activities.

Scope

This procedure applies to all Drivespeed Group employees irrespective of their role within the company.

Procedure

In adopting the TCF principles, Drivespeed Group recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

  • Protecting the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service. 
  • Meet as best as we can the needs of each individual customer by offering a transparent, efficient and professionals service, and ensuring that we regularly review our services to identify areas for improvement.

In practical terms the different areas of our business this means:

  • Ensuring that promotional material is clear, jargon free and appropriately targeted.
  •  Ensuring that sales staff (both on and off-site) have thorough training on all products they advise on or sell, understand who they are and aren’t suitable for and are encourages to challenge product providers where they spot inconsistencies, or potential unfairness in the product literature or product features. 
  • Operating systems that ensure fairness to the customer as well as customer satisfaction. 
  • Finding ways to encourage non-sales staff to implement TCF in their day to day business activities. 
  • Keeping records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale, to help ensure that we treat customers fairly and are able to deal with any complaints swiftly should they arise. 
  • Encouraging after sales contact with clients where appropriate to correct or improve on the service already offered.
  • Ensuring that customer complaints are assessed fairly, promptly and are in line with FCA deadlines and rules.  Encouraging staff to recommend improvements to service following customer complaints, and monitoring of outcomes. 
  • Ensuring that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers. 
  • Offering regular training on the principles of TCF at all levels of the business. 
  • Regular monitoring and reporting on all of the above TCF performance across the business and recommend changes where appropriate. 
  • Ensuring that TCF values, which are set and communicated by senior management, are supported by all staff and understood the same way.

Contact us

Email : sales@greenleaps.co.uk

Telephone : 01904 682885

Company Address :
c/o Drivespeed Leasing Limited
Arabesque House
1st Floor, Unit 5
Monks Cross
York
YO32 9GZ

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Greenleaps are a trading style of Drivespeed Leasing Limited. Drivespeed Leasing Limited are a credit broker and a lender and are authorised and regulated by the Financial Conduct Authority. Registered No : 791845

Registered in England & Wales with company number : 10757480 | Data Protection No : ZA253951 | VAT No : 274 9150 83

Registered Office : 1st Floor, Unit 5, Arabesque House, Monks Cross Drive, Monks Cross, York, YO32 9GZ

Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only, all vehicle leases are subject to credit approval and subject to change at any time. E&OE.

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