Vavoom Vehicle Management Limited (Vavoom) ensures customers are at the very heart of all that we do. We are fully committed to providing the highest standards of customer service and advice.
Where we have alluded to “Customers” in this policy, we refer to all Third Parties connected with the sale.
Our customers are our most valuable asset, and our aim is to ensure we deliver a user-friendly, robust, reliable and cost-effective service to all concerned.
As a part of our overall approach, we are fully committed to treating our customers fairly and as such we endeavour to meet their expectations of high-quality service.
Our Treating Customers Fairly (TCF) policy is centred around the guidance provided by the Financial Conduct Authority (FCA) to ensure we consistently deliver fair outcomes to our customers and take responsibility for both the Firm as an organisation, and our staff (at all levels) providing an enhanced service quality to customers, based on a culture of openness and transparency.
As a firm, we take the requirements of the FCA seriously, in particular, the requirement to treat customers fairly.
The FCA has outlined six key themes which are central to our TCF initiative:
We have set out how we aim to ensure these principles are embedded in our approach to dealing with our customers.
Treating Customers Fairly is a core principle of our company and the way we conduct our business.
Central to our Treating Customers Fairly ethos is our commitment to providing clear and concise information, free of "jargon" and written in plain English.
The core principles of our “Treating Customers Fairly” Policy are as follows:
Our priority is to provide our customers with an excellent service underpinned by quality and choice.
Our service is shaped by listening to our customer’s needs and understanding what is important to them. We take responsibility for meeting the needs of our customers and always look for ways to improve the quality of our service.
We aim to treat our customers fairly and deliver high quality services which meet their expectations throughout their relationship with us.
We recognise that our employees are critical to delivering a positive client experience and ensuring our customers are treated fairly. Our culture and values encourage and support our employees to deliver this.
All of our employees are fully trained in dealing with our customers, and in treating them fairly. We remunerate and incentivise our employees to encourage them to deal with all customers fairly, and to continually find ways to improve.
We respond in a timely manner to our customers’ and prospective customers’ questions and queries and address any issues or concerns promptly. All customer complaints are dealt with and escalated as appropriate and as required by us in order to meet our obligations to our customers. How we handle these is further detailed in our “Customer Complaints Handling” policy document.
Our policy is in line with the current guidance from the FCA and is in line with the principles of the FCA that “a firm must pay due regard to the interests of its customers and treat them fairly”.
Senior management will pay attention to the outcomes of complaints, which can serve as an important source of intelligence about the health of our business and systems. We will investigate the root causes of complaints and obtain feedback from customers who have experienced our complaints process in order to improve the level of service that we provide.
We will measure the length of time taken to deal with a complaint, the outcome, and the way in which the outcome is communicated to the customer in order to ensure that we are treating our customers fairly.