Avail Vehicle Contracts is fully committed to providing the highest standards of client service and advice. As part of our overall approach, we are dedicated to treating our clients fairly and endeavour to meet their expectations of high-quality service.

We are guided by the principles outlined by the Financial Conduct Authority (FCA), including Principle 12, which requires us to act to deliver good outcomes for retail customers. This is integrated into our policies to ensure our products and services meet client needs, are priced fairly and communicated clearly.

Our treating customers fairly policy reflects the four key outcomes of the FCA's Consumer Duty, which guide our approach:

1. Products and Services: We ensure that the products and services we offer are designed to meet the needs of our clients, providing benefits that are aligned with their expectations.

2. Price and Value: Our pricing reflects fair value for the products and services provided, ensuring that the cost is proportionate to the benefits received by our clients.

3. Consumer Understanding: We are committed to providing clear, understandable information to help clients make informed decisions about our products and services.

4. Consumer Support: We ensure that our clients receive timely and effective support throughout their relationship with us, making it easy for them to raise concerns, or lodge complaints.

Our Commitment to Treating Customers Fairly

Our Treating Customers Fairly (TCF) policy is at the heart of our business practices, ensuring we consistently deliver fair outcomes to our clients. We take responsibility for providing an enhanced service quality to clients, based on a culture of openness, transparency, and customer-centric design.

The Financial Conduct Authority has outlined six key themes that guide our approach, which now includes the Consumer Duty outcomes:

• Consumers should be confident that they are dealing with firms where treating customers fairly is embedded in the corporate culture.

• Products and services marketed and sold must meet the needs of the client and be targeted accordingly.

• Clients should be provided with clear information and kept appropriately informed before, during, and after service provision, ensuring consumer understanding.

• Where advice is provided, it must take into account a client’s individual circumstances.

• The service provided is of an acceptable standard and offers fair value for the price.

• Consumer support is a priority, ensuring clients face no unreasonable barriers when making complaints or switching services.

Our Service

1. We ascertain the appropriateness of the requested service for all new clients prior to accepting an order, ensuring it is in line with their understanding and expectations. This aligns with our commitment to offering products and services that meet the specific needs of each client.

2. We continually aim to understand the needs of our clients, ensuring that we are delivering value in line with their expectations. We review our pricing to ensure it fairly reflects the benefits offered to clients.

3. We keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading, promoting consumer understanding throughout the customer journey.

4. We ensure our services are delivered with clarity and transparency, avoiding hidden conditions or ambiguous definitions, further enhancing consumer understanding.

5. We make certain our clients understand the risks associated with our services at the outset of an instruction and work hard to ensure that service and risk information remains clear and prominent at all times.

6. In the event of a conflict of interest, we will inform our clients as soon as possible once we become aware of it.

Our Approach

1. Our priority is to provide our clients with excellent service underpinned by quality and choice. We are committed to ensuring our clients have confidence in our products and services, knowing that they deliver both value and fair outcomes.

2. Our service is shaped by listening to our clients’ needs and understanding what is important to them. We take responsibility for meeting those needs while providing fair pricing and value. We continuously look for ways to improve the quality of our service.

3. We aim to treat our clients fairly and deliver high-quality services that meet their expectations throughout their relationship with us, ensuring they benefit from clear consumer understanding and effective consumer support.

4. We recognise that our employees are critical to delivering a positive client experience and ensuring that our customers are treated fairly. Our culture encourages and supports our employees to deliver this.

5. All of our employees are fully trained in dealing with our clients and in treating them fairly. We remunerate and incentivise our employees to encourage them to deal with all clients fairly and to continually find ways to improve.

Complaints

If you have a complaint, please see our complaints procedure page. Our policy aligns with the FCA's Principle 12, requiring firms to pay due regard to the interests of customers and treat them fairly. This is supported by the four key outcomes of the Consumer Duty, ensuring that we consistently deliver products and services that meet our clients’ needs, offer fair value, are communicated clearly, and are supported by excellent customer service.

Registered in England and Wales. Company Reg No 06523008.

Registered office: Clouds Harrow, Brampton Abbotts, Ross-on-Wye, HR9 7JE.

Avail Vehicle Contracts are regulated and authorised by the Financial Conduct Authority (FCA) FRN: 730110. VAT registration: 928787755. ICO: Z1273373. Avail Vehicle Contracts are a Credit Broker, not a Lender. We are not regulated for insurance products.

Our Trading address is The Office, Clouds Harrow, Brampton Abbotts, Ross On Wye, HR9 7JE.

More Content

Initial Disclosure Policy

Read our Initial Disclosure Policy.

Privacy Policy

Our privacy policy and how it affects your use of our site.

Website Terms and Conditions

Our website terms and conditions.

Commission Disclosure Policy

Please read our Commission Disclosure Policy

Modern Slavery

We are dedicated to preventing modern slavery and human trafficking in our business and supply chains, and this statement confirms our commitment to ethical conduct in our business interactions.