Treating customers fairly policy (V3 – 25/11/2024)
Skyfleet Limited are committed to treating all customers equally and fairly.
We believe, you as our customer have a right to be informed about how we operate our business and what we are doing to provide you with the highest level of service. The purpose of this communication is to explain the standards of conduct that you can expect from us.
Our regulatory body, The Financial Conduct Authority (FCA), adopt a principle based approach to treating customers fairly and have 6 key guidelines which we follow:
1) Customers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
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.
3) Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
4) Where consumers receive advice, the advice is suitable and takes account of their circumstances.
5) Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
6) Consumers do not face unreasonable post‐sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
Consumer Duty – “A firm must act to deliver good outcomes for retail customers”:
In 2023, the Financial Conduct Authority (The FCA) introduced the Consumer Duty, which sets a higher standard of care firms must give to their customers to ensure they have a positive outcome every time we engage with them. The principle is broken down into 4 key areas:
Products & services – Skyfleet strive to ensure the products & services we offer are designed to meet the needs & objectives of our target customers & are distributed appropriately.
Price & value - Skyfleet strive to provide our customers with access to products & services that are suitable for their purposes and provide fair value for money.
Consumer understanding – Skyfleet ensure that we provide our customers with the right information at the right time in order for them to be able to make an informed decision.
Consumer support – Skyfleet provide support to our customers throughout the duration of the product duration to ensure the product is performing to your expectations and remains suitable for the intended purpose.
How do we ensure that our customer expectations and standards are met:
We run our business in an open and transparent environment and expect all our staff to be always professional and courteous.
We have a very low turnover of staff at Skyfleet, this is because we spend a good deal of time and investment in our people. All our team are carefully selected and trained to a high standard. We monitor and track performance and service levels on a regular basis and because we all work together in an open office environment, the management team are on hand to monitor and assist our team in delivering consistent levels of service to you.
How do we communicate with you:
It is important to ensure that a clear and open line of communication is always available. Not only are our team on hand during normal office hours, but they also have access to emails out of hours and will often respond to customers requiring assistance out of hours. We also use a text facility for customers out and about that cannot access email. An operator will always be available during normal office hours to assist by telephone and customers are always most welcome to visit our premises to discuss any matter.
We strive to provide our customers with simple, user-friendly documents that provide clarity to the services we offer. Any changes will be communicated with as much notice as possible and if there are any material changes to the original order, fresh paperwork will be raised to avoid any confusion.
Our customers expect all our paperwork to be clear and simple to understand, which is why we review our processes on a regular basis, with a view to improving service levels.
Marketing:
We aim to keep all promotional campaigns relevant to our customers and endeavour to not bombard with material that will not be found useful. We also ensure that all pricing and details of service is clear and concise. Not all our communications are sales related either. We also send information material, particularly when there are industry changes that might be relevant or of interest to our customers. At all times, we aim to provide information in a clear and understandable format.
What we are doing now:
We are committed to answering every single incoming call to the building within 5 rings, which we believe we successfully achieve. We have an out-of-hours call centre to take messages for us, which we commit to answering within 24 hours of receipt. We have also given all our sales team a company mobile phone so that they can be contactable by the office and by our customers when they are not in the office.
We aim to respond to all emails and letters within 24 hours, in most cases we succeed in doing so and continue to monitor response times and to look for ways to improve our processes and service.
We like to think that we get it right first time, most of the time. If something doesn’t quite go as planned, we will act quickly and diligently to put the matter right. We receive very few complaints, but we understand there has to be a robust mechanism in place to deal with such matters and we have adopted a simple complaint handling process, which is available on demand, or can be viewed on our website, which is www.skyfleetcarleasing.co.uk – the policy can be found in our terms and conditions.
We welcome feedback on our staff and our services and would encourage customers to share their experiences with us by using our simple customer satisfaction survey. We can generally resolve most issues within our control within one working day, but if we are not able to do so, we will keep you informed of our progress on an appropriately regular basis.
