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  • 1 Hoghton Business Centre, Hoghton Road, St Helens, WA9 3HS. ​
  • 01744 345 007
  • Office Hrs: Today 9.00am to 6.00pm

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  • 01. Purpose
    This policy deals with HJL MOTORS LTD T/A Smart Car Credit responsibilities to comply with the FCA's Treating Customers Fairly ("TCF") initiative. It applies to all members of our team, and they are expected to abide by the processes set out within this document.
  • 02. Regulation
    The aim of FCA’s Treating Customers Fairly (TCF) initiative is to ensure that firms meet the requirements of Principle 6 to “pay due regard to the interests of its customers and treat them fairly”. What constitutes fairness is evidenced differently for each firm, depending on their type of business, product and service range, target customers and the channels used to sell and support their products and services
  • The TCF focuses on six customer outcomes:
    Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture. Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly. Consumers are provided with clear information and are kept appropriately informed before, during, and after the point of sale. Where consumers receive advice, the advice is suitable and takes account of their circumstances. Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and also as they have been led to expect. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
  • 04. Processes
    Income and Expenditure evaluation We will validate income information to ensure our lenders have the information to calculate a sensible max lend the customer can afford. All proofs will be checked by our team to validate the income proof is a valid form. We will question the customer on our pre/validation calls to ensure the customer feels they can comfortably afford the monthly repayment. Communication All communication templates and scripts will be reviewed for compliance purposes Compliance will be involved in subsequent disclosures involving our products and services. We continually invite feedback from our clients to ensure that our services meet their needs and expectations Training At least annually, all employees will be required to undertake TCF training. All new hires need to complete TCF training within 90 days of their hire date. We will establish training materials for staff explaining new products and services. Products We will review all new proposals for products and services, prior to implementation, for TCF compliance. We will ensure that our lender criteria is updated on our system to ensure that customers are not being sent to lenders where their circumstance wont fit criteria, therefore avoiding unnecessary searches. Leadership On at least a monthly basis we review and discuss compliance with TCF outcomes. We regularly, at least annually, remind staff in writing of TCF expectations. We will monitor compliance on a weekly basis, a compliance monitoring report will be submitted to the board each month Complaints Monthly we will review the customer complaints log. If there are any complaints impacting TCF, a complete review will be completed to determine the root cause issue and identify any necessary procedural changes and/or staff training needs required to address Marketing All marketing will be clear, fair and not misleading All representatives will be kept accurate and up to date to ensure consumers expectations are managed Remuneration Should any member of staff found to not act according to process, commission may be deducted Staff must not choose specific lenders based on commission received, but at all times must act in the customers best interests and provide them with the best rate possible
  • 05. Monitoring and Compliance
    All staff are expected to comply with our policy, and any member found not to may be subject to disciplinary action. Staff will be monitored and audits carried out to ensure that this policy is being complied with.
  • 6. Review
    This policy will be reviewed on at least an annual basis. Any updates will be reissued to our team, along with any training to ensure they fully understand the changes that have been made.

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Smart Car Credit.  We are specialists in helping people secure car finance if they have a less than perfect credit profile. We are authorised and regulated by the Financial Conduct Authority (FCA) and are committed to achieving fair outcomes for all of our customers. 

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