Treating Customers Fairly

At LOC ESSEX we are committed to giving you excellent customer service and treating you fairly. We are fully committed to providing the highest standards of client service and advice and we never forget that you have a choice of supplier and are grateful that you've chosen us.

Treating Customers Fairly (TCF) is one of the key principles set by the Financial Conduct Authority to ensure fair treatment of customers, by improving standards across the financial industry.

As a part of this, LOC ESSEX follow the relevant aspects of the Financial Conduct Authority's six guiding principles on how to engage with all our customers. 

Known as the 'Treating Customers Fairly' principles they govern how we communicate with all customers, the level of service we provide for all customers and the fairness of our products and procedures.

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.

 

We continually aim to understand the needs of our customers.

We ensure that the marketing of our products is appropriately targeted, clear, not misleading and highlights the risks/conditions as well as the key features/benefits of a product.

We make certain our customers understand the risks associated with our services at the outset of an instruction.

We keep our customers fully informed in a clear and fair manner that is unambiguous and not misleading.

We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.

Any advice provided will be appropriate and take into account the customers individual needs and circumstances.

We take our customers privacy seriously and ensure that our staff are aware of and follow rules in relation to data protection to ensure that customers details are kept secure and confidential.

We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required.

 

LOC ESSEX became SAF Approved in August 2015. SAF (Specialist Automotive Finance), was introduced by the Finance & Leasing Association (FLA) in June 2007 to raise awareness of motor finance amongst car buyers by raising standards and improving knowledge of staff in showrooms.

SAF Approved was introduced in August 2009 and is now an industry recognised kitemark. It is audited and monitored by the FLA. To become SAF Approved each dealership must submit an annual SAF compliance statement and adhere to the SAF guidance note - a principles-based best practice document that calls for dealerships to lend responsibly and treat customers fairly. The guidance note uses the FLA Lending Code as its foundation. (For more information on SAF please go to the following link www.financingyourcar.org.uk ).