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Treating Our Customers Fairly

Treating Customers Fairly

At Day’s Leasing, we are committed to providing excellent customer service and ensuring that fair treatment is at the heart of everything we do. We recognise that you have a choice of supplier, and we value the trust you place in us.

Treating Customers Fairly (TCF) is a key principle set by the Financial Conduct Authority (FCA). It ensures that customers are provided with clear information, suitable products, and fair outcomes throughout their journey with us.

We fully adopt the FCA’s six consumer outcomes and apply them in our daily business practices:

The FCA’s Six Consumer Outcomes

  1. Fair culture – Customers can be confident that fair treatment is central to our culture and values.

  2. Products that meet needs – Our products and services are designed to meet the needs of specific customer groups and are marketed accordingly.

  3. Clear communication – Customers are provided with clear, accurate information before, during and after the point of sale.

  4. Suitable advice – Where advice is given, it is suitable, relevant, and tailored to the customer’s individual circumstances.

  5. Meeting expectations – Products perform as customers have been led to expect, with services delivered to a high and consistent standard.

  6. No unreasonable barriers – Customers do not face unreasonable obstacles when changing product, switching provider, making a claim, or submitting a complaint.

How We Put TCF into Practice

  • We take time to understand the needs of our customers and ensure our services reflect those needs.

  • Our marketing is clear, transparent and not misleading, highlighting risks and conditions as well as key features and benefits.

  • We ensure customers understand the risks associated with our services at the outset.

  • We communicate openly and in plain language, keeping customers informed at every stage.

  • Our terms and conditions are straightforward, without hidden clauses or unnecessary jargon.

  • Any advice provided is tailored to individual circumstances to ensure suitability.

  • We protect customer privacy and safeguard all personal information in line with data protection requirements.

  • We take all complaints seriously, handle them promptly, and use feedback to improve our services.

If You Have a Complaint

We aim to resolve all concerns quickly and fairly. For full details of how we handle complaints, please see our Complaints Procedure.