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At MyCarLease.club we are committed to delivering exceptional customer service and treating our customers fairly. We are totally committed to providing the highest standards of customer service and advice and we also recognise that you have a choice of supplier and are very appreciative that you’ve chosen us.
Treating Customers Fairly (TCF) is a key principle set by the financial regulator the Financial Conduct Authority (FCA) to ensure that customers are treated fairly.
At MyCarLease.club we adhere to the FCA's six guiding principles on how to engage with customers, these govern how we communicate with our customers, the level of service we provide and the fairness of our products, services and procedures.
Customers: Always put the needs and requirements of our customers at the forefront of everything we do.
Value: Continual monitoring of competitive market to ensure consumers achieve value for money.
Transparency: Clear, fair and transparent pricing and fees.
Advice & Information: Fair and quality advice based on customer needs, priorities and circumstances with clear jargon free information on our products and services.
Investment: Continual investment in our systems to enhance customer experience and deliver robust and compliant processes.
Training: Comprehensive learning and development programmes to ensure employees an deliver exceptional and compliant customer service.
Compliance: Fully adhering to all applicable FCA rules and guidelines and making them central to how we operate our business.
Audit: Regular internal and external audits to monitor TCF compliance and customer satisfaction.
Feedback: Collecting feedback from customers and employees in a culture of continuous improvement to deliver customer centric service enhancements.
Complaints: We take any complaint as a priority and will look to resolve in a timley fair manner and make improvements to our processes where identified. (Link to Complaints page)