Treating Customers Fairly

Introduction

Little Copse Garage Ltd are a credit broker and not a lender. We are authorised and regulated by the Financial Conduct Authority. FCA No: 673696. Finance is subject to status. Other offers may be available but cannot be used in conjunction with this offer. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase.

Registered in England & Wales: 04905662 | Registered Office: 28 Alexandra Terrace, Exmouth, EX8 1BD.

Little Copse Garage Ltd are committed to ensuring that the FCA principle of treating customers fairly (TCF) is applied in all areas of our day-to-day business activities. We aim to ensure that the TCF principle is embedded and rooted through everything that we do. This principle underpins how we operate and function as a business.

Purpose

This policy outlines the responsibilities of Little Copse Garage Ltd towards our customers to ensure we treat them fairly under the FCA’s principle.

Background

All firms regulated by the FCA have to support the FCA Sourcebook’s principle that a firm ‘must pay due regard to the interests of its customers and treat them fairly’.

The TCF principle aims to raise standards in the way firms carry on their business by introducing changes that will benefit consumers and increase their confidence in the financial services industry.

Specifically, TCF aims to:

• Help customers fully understand the features, benefits, risks and costs of the financial products they buy.
• Minimise the sale of unsuitable products by encouraging best practice before, during and after a sale.
• Ensure fair treatment of customers is at the heart of the business model.

TCF Outcomes

The FCA’s principles apply to all business behaviour and in particular Principle 6 says: ‘A firm must pay due regard to the interests of its customers and treat them fairly’. The TCF initiative aims to deliver six outcomes:

• Outcome 1: Consumers can be confident 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.
• 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.

Our STANCE on TCF

• S – Suitable products (Outcome 2)
• T – Transparent information (Outcome 3)
• A – Appropriate advice (Outcome 4)
• N – No post-sale barriers (Outcome 6)
• C – Confidence in our culture (Outcome 1)
• E – Expectations fulfilled (Outcome 5)

How We Work With You

• Provide accurate information.
• Ask us if you are uncertain about any aspect of the product or service.
• Read any literature made available to you.
• Use cooling-off periods to consider whether to go ahead.
• Keep us up to date if any of your circumstances change.

Let us know straight away if you feel that you have been treated unfairly so that we can put this right for you.

What to Do If You Feel You've Been Treated Unfairly

If you feel that you have been treated unfairly, let us know so that we can investigate immediately. If you wish to make a complaint, you can do so via our Complaints Handling Procedure.