Treating Customers Fairly

At LOGIC Leasing Ltd 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 company 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 standards of client service, advice and support throughout the duration of your customer journey with us.

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.

• We continually aim to understand the needs of our clients.

• We ensure that the marketing of our products is appropriately targeted, clear, not misleading and highlights the risks/conditions as well as the key features/benefits of a product.

• We make certain our clients understand the risks associated with our services at the outset of an instruction.

• We keep our clients fully 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 clients' privacy seriously and ensure that our staff are aware of and follow rules in relation to data protection to ensure that clients' 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.

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 product or service.

• Advise if you require any additional support to assist your understanding of the product.

• 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.

It is our aim to provide a very high standard of service to all our customer, but on occasion, if things do go wrong, we would like to hear from you. Please visit our Complaints procedure page where our complaint handling process is outlined along with the details we require to investigate this in the shortest time possible.