Treating Customers Fairly

Vehicle Leasing Details

At Hot Car Leasing®, we are dedicated to providing high quality customer service as well as treating you fairly. We are grateful to each and every one of our customers as we are fully aware that you have the freedom to choose a supplier and in choosing us, trust us to provide you with a high standard of customer service.

Treating Customers Fairly or TCF as it is widely known, is one of the fundamental set of principles laid out by the Financial Conduct Authority (FCA), to ensure the fair treatment of customers by moderating and improving the standards of the financial industry.

With this in mind, Creative Client Services Ltd trading as Hot Car Leasing® tries to ensure that we follow the relevant aspects of the FCA's six key principles which are detailed below for your convenience, which detail how to engage with customers. These principles were established to regulate how companies engage with customers, the level of service that should be expected when dealing with a company and the equality of our products, services and procedures.

What are the Six Consumer Outcomes for Treating Customers Fairly?

The six principles as mentioned above are detailed below for your convenience and form a simple but concise standard of how you, as a customer can and should expect to be treated.

Principle 1 : Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Principle 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.

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

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

Principle 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.

Principle 6 : Consumers do not face unreasonable post-sale barriers imposed by firms when changing a product, switching provider, submitting a claim or making a complaint..

Consumer Duty

Our commitment to Treating Customers Fairly is supported by the FCA’s Consumer Duty, which requires us to act in a way that delivers good outcomes for retail customers.

To meet this requirement, we will:

• Act in good faith towards retail customers;
• Avoid causing foreseeable harm to retail customers; and
• Enable and support retail customers to pursue their financial objectives.

We consider the following four Consumer Duty outcomes throughout the customer journey:

Products and Services : We aim to offer and distribute leasing products that are appropriate for the needs, characteristics and objectives of the customers for whom they are intended.

Price and Value : We aim to ensure that our fees and the overall costs associated with our service provide fair value and are clearly explained.

Consumer Understanding : We provide customers with clear, timely and understandable information so they can make informed decisions.

Consumer Support : We provide appropriate support before, during and after the sale and do not place unreasonable barriers in the way of customers who require help, wish to cancel or want to make a complaint.

How Does Hot Car Leasing® Intend to Adhere to the Six Principles?

We always try to understand the needs of our clients.

We always try to ensure that the marketing of our vehicles and promotions are appropriately targeted, communicate information clearly, not misleading and highlights the risks/conditions as well as the key features/benefits of a vehicle in a customer friendly manner.

We always try to make sure our clients understand the risks associated with our services clearly and answer questions as honestly and as accurately as possible.

We always try to take steps to ensure our clients are fully informed in a clear, concise and fair manner and that our communications are not misleading.

We take steps to try and make sure that our services are delivered with clarity and transparency throughout..

We do not provide financial advice nor recommend which vehicle or finance product is best for a customer’s personal circumstances. We provide clear information, answer customer’s questions and support them in making their own informed decisions.

We take our clients' privacy very seriously and our staff are aware of and follow rules in relation to data protection to ensure that clients' details are kept confidential and safe.

We take complaints very seriously and endeavour to deal with all complaints promptly.

What To Do If You Have a Complaint

If you have a concern, please call us on 01952 350000 (local rate) or email us at customerservices@hotcarleasing.co.uk first and foremost so that we can hopefully rectify any issue you may have immediately and to your satisfaction. In the unlikely event that you wish to make a complaint, please visit our Complaints Page for information on this.