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Treating customers fairly

The Vehicle Partnership is committed to providing the highest standards of customer service and to always treating you fairly. We will continually strive to improve the products and services we provide and to demonstrate the additional value we can offer to you as a private individual or business fleet operator.

Our commitment to you

The Vehicle Partnership follows the Financial Conduct Authority’s six guiding principles on how to engage with our customers.

  1. Consumers 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 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.

In practice this means

  1. We continually aim to better understand your needs and ensure you are aware of any risks before making a decision.
  2. We ensure that the marketing of our products is appropriately targeted,clear, not misleading and highlights the risks and conditions as well as the key features or benefits of a product.
  3. We keep you fully informed in a clear, fair and unambiguous manner.
  4. Any products or services offered will be appropriate to your individual needs and circumstances.
  5. We ensure our services are delivered with professionalism, clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.And, should you have any cause for complaint about the service provided, this will be dealt with seriously and efficiently
  6. We will always act in your best interests and support you at every stage, from the initial consultation, right through to the completion of any contract or agreement.
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