Treating Customers Fairly

EDWARDS MOTORHOMES AND OUR TREATING CUSTOMERS FAIRLY (TCF) POLICY

As a private, family-owned business we take great pride in looking after all of our customers and we are committed to abiding by the Principles for Business laid down by the Financial Conduct Authority (FCA)

The six guiding principles are

  • Consumers can be confident that they are dealing with firms where the treatment of customers is central to the corporate culture
  • Products & services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly
  • Consumers are provided with clear information and are kept appropriately informed before, during and after point of sale.
  • Where consumers receive advice, the advice is suitable and takes account of their circumstances
  • 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
  • Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint

We will achieve this by

  • Training and coaching our staff so that customers are confident in both the service we provide and the way we treat all visitors to our business – be that physical or virtual
  • Making sure our marketing is clear, concise, accurate and relevant
  • Listening to our customers in order to understand their needs and provide relevant information at every stage to help them make the right decision
  • When providing advice we will explain everything clearly and make the customer aware of all options available to them so they can make an informed decision and also be comfortable in asking for clarification on any element
  • Regularly reviewing products and suppliers to ensure we provide services our customers want
  • Providing great customer service, encouraging all feedback, having an obvious & transparent complaints process and responding swiftly to customer complaints  – whilst also keeping the customer informed at every stage

We pride ourselves on our professionalism & passion to provide great customer service