About Us
Treating Customers Fairly

We value our customers and treat them fairly by providing a professional service and only sell them products that fit their needs.

We have embedded treating customers fairly principles within our business and our service.

 Our Business

  1. Our business operations are driven by the current and potential needs of our customers
  2. We consider the impact of any changes to our business on our customers
  3. Remuneration to our employees supports the sale of appropriate products and services
  4. Our employees receive regular training on treating customers fairly
  5. We always strive to achieve the best possible outcome for our customers by taking into account all the various elements within car leasing

 

Our Service

  1. We explain key attributes of products and make sure that our documentation and advertising is clear, easy to understand and is not misleading 
  2. We design our marketing campaigns and literature so that the key messages are clear, balanced and useful for our target customer segment
  3. We regularly review our sales activities to ensure that we are selling products and services that meet the needs of our customers 
  4. Where a customer complains about our service we treat their complaint seriously and positively. Our responses are clear and easy to understand
  5. We use data to monitor and improve our customer service which includeds using feedback from customer surveys and/or complaints.

Abiding with all of the above ensures CVSL Ltd adheres to the core principles of Treating Customers Fairly as detailed below.

TCF – Core Principles

Consumer outcomes

There are six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers. These remain core to what the FCA expect of firms.

  • 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 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.

 CVSL also has a Vulnerable Customer Policy which is designed to ensure that the way in which we conduct our business does not have a detrimental impact upon vulnerable customers. For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

 What is a vulnerable customer? 

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

 The FCA expects firms like ourselves to treat all our customers fairly and when dealing with people with vulnerable circumstances to take account of such vulnerability to ensure that the way that we sell and provide our services does not cause them detriment.

Identifying a vulnerable customer

Our staff are trained to identify vulnerable customers and to provide the additional level of assistance they may require in order to achieve a good outcome. However, it is not always easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a vulnerable customer, please read this statement and notify us as soon as possible of your particular needs. You are encouraged to do this when you first make contact with us. 

Vulnerability groups

 We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)

A customer with a reduction in physical or mental capacity

Customer with health issues – illness, whether physical or mental illness, severe or long term

A sudden diagnosis of serious illness to the customer or close family member

Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy

The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able

Our key principles when engaging with a vulnerable customer

As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will seek your consent to immediately make a record of this and ensure we adhere to this policy

Provide additional opportunities for you to ask questions about the information we have provided

Continuously seek confirmation that you have understood the information that has been provided

Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time

Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.

CVSL Limited is authorised and regulated by the Financial Conduct Authority (FCA) for the provision of consumer credit related brokering services only.

We are a credit broker of vehicle finance, we are not a funder or lender.FCA Firm Reference No. 657777