Treating Customers Fairly

At Mike Brewer Motors we are committed to providing you with excellent customer service in line with the new Consumer Duty Principle 12 regarding Treating Customers Fairly (TCF), which is regulated by the Financial Conduct Authority (FCA).

The FCA expects every organisation to consistently deliver fair outcomes for consumers and to clearly demonstrate how they are doing so. The actions of all employees at all levels, and the underlying culture, must comply with the TCF policy.

The fair treatment of customers has always been central to our culture and we pledge to provide the highest standard of customer service, advice and support throughout the duration of your customer journey with us.

We uphold the FCA's six guiding principles which ensure;

  1. Consumers can be confident 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 the 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, so they are able to make an informed decision.
  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.
  6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Our Commitment to TCF in the day to day operation of our business;

  • We continually aim to understand the wants and needs of our customers.
  • We will provide additional support to our customers to aid their understanding of the products available and challenge their understanding if deemed appropriate.
  • We make certain our customers understand the risks associated with the products we offer at the outset.
  • We keep our customers informed in a clear and fair manner that is unambiguous and not misleading.
  • We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
  • Any advice provided will be appropriate and take into account the customer's individual needs and circumstances.
  • We take our customers' privacy seriously and ensure that our staff are aware of, and follow rules in relation to Data Protection, to ensure that customers' details are kept secure and confidential.
  • We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required.

What is expected of you

In order to deliver the best possible customer journey, we rely on you (the customer) to also;

  • Engage with us and provide accurate information.
  • Raise questions if you are uncertain about any aspect of the products or service available.
  • Advise if you require any additional support to assist your understanding of the products.
  • Read all correspondence carefully to ensure the product selected meets your needs.
  • Review your financial needs on a regular basis and consider taking further advice if your circumstances change.

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

It is our aim to provide a very high standard of services to all our customers, but on occasion, if things do go wrong, we would like to hear from you.

Please visit our Complaint Procedure page where our complaint handling process is outlined along with the details we require to investigate this in the shortest time possible.