At Clayton Car Contracts, we take Treating Customers Fairly (TCF) very seriously.

All firms regulated by the Financial Conduct Authority (FCA) must pay due regard to the interests of its customers and as a consequence, TCF is an integral part of our culture and is embedded in all areas of our business.

The principles of TCF are not new and are part of existing regulatory requirements. They aim to raise standards by introducing a series of changes that will benefit consumers and increase their confidence in the financial services industry.

Clayton Car Contracts ensures clients are at the very heart of all that we do, we are fully committed to providing the highest standards of customer service and advice. Where we have alluded to ‘customers’ in this policy, we refer to all Third parties connected with the sale.

Our TCF policy is centred around guidance provided by the FCA to ensure we consistently deliver fair outcomes to our customers and take responsibility for both Clayton Car Contracts as an organisation, and our staff providing an enhanced service quality to clients, based on a culture of openness and transparency.

The FCA has outlined six outcomes as part of TCF. These include:

• 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.

What can you expect from us

TCF is an integral part of Clayton Car Contracts’ business culture and we are continuously working to ensure customers are treated fairly. As a result, you can expect the following services when dealing with us:

• Clear, fair and transparent pricing

• Fair and quality advice from our experienced sales team based on customer needs, priorities and circumstances

• Clear and jargon free information on the product with adequate opportunity for customers to ask questions

• After-sales information and services including contract reminders, product updates and help and advice regarding additional services

• Full complaints handling procedure

How we work to deliver this

TCF is a continuous process and we’re implementing many process throughout the business to ensure we comply. These include:

• Regularly reviewing FCA material

• Giving customers access to clear and jargon free information on the products and services provided

• Undertaking gap analysis to highlight areas where improvements can be made

• Regular audit of telephone and electronic correspondence to ensure quality of advice

• Collecting input and feedback from customers and staff to develop a range of metrics to measure progress and monitor performance

What do you do if you feel you've been treated unfairly

A critical element of TCF is how we handle customer complaints. It is our aim to provide a very high standard of service to every client but on occasion, things do go wrong. If you have a complaint about any aspect of our service, we would like to hear from you.

To help us investigate and resolve your concerns as quickly as possible, you should contact our Customer Services team on 01785 716133 or email hello@claytoncarcontracts.co.uk A full explanation of how we will deal with your complaints and what to do if you think your complaint has not been resolved to your satisfaction is in our Complaints Procedure.