The Directors and Management of West End Garage are committed to
ensuring that the FCA principle of treating customers fairly (TCF) is applied
in all areas of our day to day business activities.
In adopting the TCF principle we recognise that fair treatment of
our customers is about adding value to the service we offer by aiming to:
- Protect the interests of
our customers at each stage of the product life cycle, from promotion
right through to after sales service.
- Meet as best we can the
unique needs of each customer by offering a transparent, efficient and
professional service, and constantly reviewing our service to identify
areas for improvement.
In practical terms for the different areas of our business this
- Ensuring that
promotional material is clear, compliant, jargon free and appropriately
- Ensuring that sales executives
within the dealership have thorough training on all products they discuss
or sell and understand who they are and aren’t suitable for.
- Operating incentives to
sales staff which assure fairness to the customer as well as
customer satisfaction, rather than only rewarding sales volumes.
- Keeping detailed records
of customer instructions and options given before, during and after a sale
– to help ensure we treat customers fairly and can deal with any
complaints that may arise swiftly and fairly.
- Encouraging after sales
contact with clients where appropriate to correct or improve on the
service already offered.
- Ensuring that customer
complaints are assessed fairly, promptly and impartially, and in line with
FCA deadlines and rules.
- Encouraging staff to recommend
improvements to service following customer complaints – and monitoring the
- Ensuring that staff are
kept up to date with relevant training in relation to all regulatory
requirements and other matters directly affecting the quality of service
offered to customers.
- Regularly monitoring and
reporting on all of the above TCF activities as part of the company’s
monthly management information review, in order to assess TCF performance
across the business and recommend changes where appropriate.
- Ensuring that TCF
values, which are set and communicated by Senior Management, are supported
by all staff and understood in the same way.