Treating customers fairly

Adept Vehicle Management has the customer central to all that we do. We are fully committed to providing the highest standards of service.

The Financial Conduct Authority gives guidance on how we are expected to treat customers fairly and to deliver consistent and fair outcomes based upon firms and its staff treating customers within a culture of openness and transparency. We are fully committed to providing a high level of service that in turn, we believe, underpins our professionalism and integrity.

We will provide the customer what they have paid for – Ensuring that the customer fully understands the product(s) on offer

We do not take advantage of the customer

  • Avoid pushy sales tactics
  • Do not sell inappropriate products
  • Do not allow the priorities of the finance and insurance suppliers to unduly influence the sale of a particular product.
  • Offer the customer suitable products and services
  • Do our best to resolve problems and / or mistakes as quickly as possible
  • Show flexibility, empathy and consideration in dealing with customers
  • Use plain English and be clear, ensuring the customer understands exactly what they’re being offered:
  • Terms and Conditions should be clear and easy to understand
  • Significant exclusions and terms should be highlighted
  • Use plain English
Using these principles, Adept Vehicle Management are expected to meet the FCA’s six outcomes for the consumer:

Outcome 1:

Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2:

Products and services are 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 the product, switch provider, submit a claim or make a complaint.