TREATING CUSTOMERS FAIRLY
At Titan Vehicles Ltd we pride ourselves on being leading UK car leasing brokers whilst offering the best combination of advice, products, competitive pricing and outstanding service.
Our Aim is best set out in our missions statement:
“Our mission is to be the best leasing and fleet management company in the UK by developing our employees personally and professionally, reducing fleet costs and the carbon footprint of our clients, the result of which is ethical and sustainable growth.”
These words reflect the culture and philosophy that is central to our activity. In order to fulfill our objectives, Titan Vehicles Ltd abide 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. Titan Vehicles Ltd consistently encourage core values of Engagement, Trust, Fairness and Respect through our dealings with customers, and also through our charitable work, community involvement and environmental practices. 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 of 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 fleet management 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 all 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 listening to calls, reviewing deal files and asking customers to complete a demands and needs statement to ensure that their individual circumstances have been taken into account.
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 Titan Vehicle Ltd, we continually assess and improve the services we provide to ensure we can meet changing requirements. Customer feedback is taken into account 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 the 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 and appraisals to assess individual performance
- Benchmarking performance against quality standards
- Internal and external audits
- Customer satisfaction surveys
