Treating Customers Fairly

Treating Customers Fairly & Consumer Duty Policy

Introduction

At Lease4Less we are committed to giving you excellent customer service and treating you fairly. We recognise that you have a choice of supplier and are grateful that you have chosen us.

We are authorised and regulated by the Financial Conduct Authority (FCA). FCA Firm Reference Number: 659329). We operate in line with current regulatory requirements, including the Consumer Duty, which ensures good outcomes for retail customers.

Our Regulatory Commitment
The FCA Consumer Duty framework includes:

- A Consumer Principle: We must act to deliver good outcomes for retail customers.
- Act in good faith towards customers.
- Avoid causing foreseeable harm.
- Enable and support customers to pursue their financial objectives.
- Focus on four outcomes: Products & Services, Price & Value, Consumer Understanding, Consumer Support.

The Principles We Follow

- Customers can be confident that fair treatment is central to our culture.
- Products and services are designed to meet the needs of identified customer groups.
- Customers are provided with clear, fair and not misleading information.
- Advice is suitable and takes account of individual circumstances.
- Products perform as customers have been led to expect.
- Customers do not face unreasonable barriers post-sale.

How We Deliver Fair Outcomes Day to Day
- We continually aim to understand the needs of our customers.
- We ensure our marketing is clear, fair, not misleading and includes key risks and benefits.
- We explain risks and conditions clearly at the outset.
- We communicate in a way that is easy to understand and avoids jargon.
- We ensure transparency with no hidden conditions.
- We review pricing to ensure fair value.
- Any advice provided is appropriate to customer needs and circumstances.
- We monitor product and service performance to ensure expected outcomes.
- We make it easy for customers to contact us, change products or raise concerns.
- We provide appropriate support, including for customers that need extra suupport.
- We take complaints seriously and resolve them promptly.
- We protect customer data in line with UK GDPR and data protection laws.

Governance and Accountability
- Senior management are responsible for embedding Consumer Duty across the business.
- We regularly review customer outcomes and feedback.
- We provide training to ensure staff understand their responsibilities.
- We take action where improvements are required.

Continuous Improvement
- We review our processes regularly.
- We monitor customer feedback and outcomes.
- We update our practices in line with regulatory changes.
- We strive to continuously improve customer experience and outcomes.

Contact Us
- If you have any questions, feedback or concerns, please contact us:

Email: enquiries@lease4less.org.uk Telephone: 0161 507 8100
Write to us at: 1 City Approach, Floor 9, Suite 1, Albert Street, Eccles, Manchester M30 0BL