Customers Fairly

Treating Customers Fairly Policy statement

At Coment Group Ltd and our trading names, we pride ourselves on being able to help customers who require vehicle finance, some of which may have previously been refused car credit.

Our aim is best set out in our key objectives:

• Working together to ensure we meet our customers expectations
• Treating customers as we like to be treated ourselves
• Putting customer's interests at the heart of our business is central to our success.
• These words reflect the culture and philosophy that is central to our activity.

Our Values

• Treat Customers Fairly in obtaining finance, maintaining their agreement and providing a functional vehicle.
• Help clients stay motoring
• To consider all applicants who have the need to access a vehicle, subject to underwriting criteria and responsible lending.
• Listen to customers and their circumstances in order to lend responsibly
• To take positive action to help and retain customers
• Provide High Quality Customer Service
• To have clear direction in handling a customer and refer them to who is relevant to their requirements.
• Provide fast solutions to customers problems

Our Culture

• Guide your customer professionally.
• Help choose a car that best suits their individual needs and requirements, enabling them to drive away in a vehicle that provides satisfaction and value relevant to their circumstances, at a price that matches their budget.
• Maintain exceptional standards throughout the sales process and any continuing contact with the customer.
• Our culture, at all times, is to advise customers on the sensible direction in their application, when we have established their affordability.
• Contact customer's to invite feedback.
• To listen to all complaints and comments, in order to develop customer focused solutions.
• Help a customer by providing courtesy vehicles and convenient repair methods.
• Maintain exceptional standards throughout the after sales process and any continuing contact with the customer.
• To have clear direction in handling a customer and refer them to who is relevant to their requirements.

We recognise, however, that to fulfil the above we:

• Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly
• Monitor our staff's activities to ensure that each credit application is treated consistently and that any credit limits and terms offered are in the customer's best interests
• Continually assess the services we provide to ensure we can meet changing requirements
• Provide clear advertising and communication with our potential and actual customers to clearly and unambiguously explain the contents of our credit agreements
• Empower our staff to ensure any concerns raised by a customer are immediately addressed through a department dedicated to addressing customer complaints, or concerns.

We constantly monitor our ability to achieve these standards through:

• Spot checks of files and the contact made with our customers
• Taking Compliance seriously within the rules of our regulators
• Customer satisfaction surveys