Treating Customers Fairly

Here at Countrywide Vehicle Contracts Ltd we have embedded treating customers fairly principles within our business and our service.

Our customers’ interests are at the heart of how we do business. Customers can expect to get financial services and products that meet their needs .

We explain the key attributes of products and ensure that our marketing and documentation is clear, easy to understand and is not misleading.

Our customers are kept appropriately informed before, during and after the point of sale.

We design our marketing campaigns and literature so that the key messages are clear, balanced and useful for our target customer segments.

We aim to supply products or services which are appropriate to the customer to whom it is directed and to keep things simple, so our customers fully understand the implications of any financial product which we recommend to them.

Where consumers receive advice, the advice is suitable and takes account of their circumstances, it is never influenced by our financial gain.

We regularly review our sales activities to ensure that we are selling products and services that meet the needs of our customers.

Our customers are provided with products that perform as outlined in writing, and the associated service is of an acceptable standard as would be expected.

We behave and carry out any actions in a fair, honest, transparent, appropriate and professional manner. We aim to recruit and retain talented and committed staff, as this helps us deliver great customer service. Our team members receive regular training and are monitored so we can praise good performance and improve any performance which doesn’t meet our high standards.

We aim to be an ethical, customer-focused company by ensuring our customers interests are put first by presenting them with clear information to enable them to make informed decisions which are not influenced by our financial gain.

Our staff may receive a commission for business they secure. This is equal across all funding products, hence the products which we recommend are not influenced by monetary gain.

We are an independent company and can arrange most types of finance for all makes and models of motor vehicles for which we may receive a commission amount. The amount received is not dependant on the vehicle or agreement type. We receive a fair commission in relation to the labour involved.

As part of our ongoing commitment to our customers, we’ll ensure that we act promptly and courteously to put things right when a mistake is made. At Countrywide Vehicle Contracts Ltd, we always strive to get it right first time, but nobody’s perfect and mistakes happen from time to time. When they do, we’ll act quickly to put things right, but we understand sometimes customers need to complain and have a full complaints procedure available on request.

Our customers do not face unreasonable post-sale barriers imposed to change product, switch product, or make a complaint.

We use data to monitor to improve our customer service.

If you have any questions relating to this policy, please contact our Director, Bradley Thurgood at