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Treating Customers Fairly Policy

Treating Customers Fairly and Delivering Good Outcomes to our Customers

If you’re looking to purchase a vehicle from us through finance or an insurance product, we need to let you know about our obligations to both you and the regulator, the Financial Conduct Authority.

We’re authorised and regulated by the Financial Conduct Authority (FCA) for credit broking activities and insurance distribution. and we’re committed to abiding by their Principles for Business. We’d like to share two of these Principles with you as they’re important and about our dealings with our customers. We must 'pay due regard to the interests of its customers and treat them fairly' (we refer to this as Treating Customers Fairly) and we must ‘act to deliver good outcomes for retail customer’ (which we refer to under Consumer Duty). We’ll expand on what the FCA’s expectations are of the outcomes that you should receive and how we meet these expectations.

We have a dedicated Consumer Duty Champion, Nickie Brooks ([email protected]) who constantly looks to improve the customer experience at Preloved Jurni by delivering relevant information and great service to help you achieve the outcome that you want and monitors and tests our performance to ensure that we're adhering to the FCA's requirements. You can trust us to always look after your best interests by treating you fairly, conducting our business dealings with integrity, due care, skill and diligence and providing you with clear, fair and not misleading information so that you are able to make an informed decision and achieve the outcome that you want.

Treating Customers Fairly

Under Principle 6, the FCA describe six consumer outcomes that they expect firms to strive to achieve to ensure that Customers are treated fairly. They are:

  1. Consumers are 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 place 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 needs and circumstances
  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 claims or make a complaint

How do we do this?

  • We love our customers! And we love our people who make everything happen! We have a strong culture of looking after our customers and doings things right, so we’re really choosy about the people who join us on our Jurni. All of us at Preloved Jurni embrace giving our customers the best experience and we’re always looking at ways to improve. We like to improve ourselves too which is why we have a continual training programme so that we can be the best that we can be in helping our customers. You can feel confident in the service that we provide as we’ll always put you first.
  • Why would a consumer be interested in a deal which is only available to a business user? They wouldn’t - it’s common sense stuff! We’ll only send you information that’s relevant and completely clear and jargon free – after all, who likes jargon?!
  • We’ll make sure that you completely understand the pros and cons of a product or service so that you can make an informed decision – it’s just what friends would do who are on a new Jurni together. And we’ll keep in touch with you and be on hand to answer any queries that you may have throughout the Jurni. We’re always just a call away!
  • We don’t provide advice but we’ll give you all the information that you need. You can trust us to act as a critical friend if we think that there’s something that you’ve not considered as we want you to be 100% satisfied.
  • We’ll explain fully and clearly all aspects of the product or service that you’re interested in so that you know what to expect from the start to the end of your contract through Preloved Jurni. As continuous improvement is one of our buzz phrases, we regularly review what we do, how we look after you, the products and services that we offer and our suppliers to ensure that we’re providing what you want.
  • We want you to be happy, but if you’re not, we encourage you to let us know so that we can do what we can to put things right.

Consumer Duty

We welcomed the Consumer Duty rules on 31 July 2023 which overlays the TCF Principle and describe the requirements under 4 outcomes:

  1. Products and services meet the needs, characteristics and objectives of customers, that the distribution strategy is appropriate for the target market and that they’re regularly reviewed to ensure that they continue to meet the needs, characteristics and objectives of the target market.
  2. Customers must receive fair value for the outcome that they achieve
  3. Customer understanding is supported by communications which meet the information needs of the customers, can be understood to equip them to make decisions, are tailored to the recipient taking into account characteristics of vulnerability and communications, are tested, monitored and adapted to support understanding and good outcomes for customers.
  4. Customers must receive support that meets their needs so that they can realise the benefits of the products and services.

How do we do this?

We’re a broker and we work with the UK’s leading finance providers by acting as a distributor of the products and services that they offer. They’ve reviewed their portfolio that we distribute and will continue to do so to make sure that they are suitable for the customers that they’re aimed at. We, in turn, have undertaken a review taking into account who our customers are and what they want, and we’ll continue to do so. We’ll also look out for other suitable products and services, evaluating them properly before bringing them to you as part of our evolving Jurni.

We all want value for money, don’t we? You’ll understand that we do need to make a profit so that we can continue to deliver our amazing service to you throughout your Jurni, but we’ll always offer fair value because we appreciate you being our customer and we know that can choose to go elsewhere.

As we’ve already said, we’ll make sure that you completely understand the pros and cons of a product or service so that you can make an informed decision and we’ll let you have this information at a pace and in a format that suits you. We take special care of our customers who have characteristics of vulnerability to make sure that they receive the same outcome as everyone. And we understand that situations can affect us at any time, so we’ll support you through the Jurni.

We value you as our customer! We’ll be as easy to get hold of during your contract as we were when you made your initial enquiry. We’re on this Jurni together and are just a call away!

We want happy customers that start the Jurni, are onboard for the Jurni and continue the Jurni with us for years and years to come! And we’ll do this by putting you at the heart of everything that we do and providing an unparalleled level of service. We’re the brand that can be trusted. Put your trust in us and let's go on this Jurni together!


   
V1 20/11/2023