Value Assessment Statement
What is our Value Assessment Statement?
Our Value Assessment Statement is an annual regulatory review of how we operate as a business. It outlines the value we deliver to our customers, the actions taken over the past 12 months, and the areas where we can continue to improve. This ensures transparency, fairness and alignment with the FCA’s Consumer Duty requirements.
What We Offer
Players Cars provides vehicle leasing solutions to both personal and business customers throughout the UK. We act as a credit broker, connecting customers with a finance provider to secure competitive contract hire agreements on new vehicles.
Our service includes:
- Supporting customers in choosing a suitable vehicle based on their needs and preferences.
- Helping customers understand Personal and Business Contract Hire products.
- Advising on contract length, annual mileage, and maintenance choices.
- Explaining the benefits and risks associated with different finance provider products.
- Guiding customers through credit applications and underwriting requirements.
- Assisting with documentation and agreement completion.
- Sourcing vehicles through our network of dealerships and suppliers.
- Offering access to competitive pricing negotiated using our industry relationships.
- Providing a dedicated point of contact throughout the leasing journey.
- Delivering Customer Services support throughout the life of the agreement, including renewals, amendments and collections.
Service Limitations
Players Cars provides Personal and Business Contract Hire agreements. These products do not result in vehicle ownership but offer benefits such as fixed monthly payments, minimal upfront cost options and predictable budgeting.
Non-Financial Costs
We recognise that taking on any contract hire agreement involves more than financial considerations.
- Time: Searching for vehicles, comparing funders, completing documents and handling contract changes can be time-consuming. We minimise this burden by handling the process on the customer’s behalf.
- Privacy: As a broker, we collect personal data to provide our service. We only use this data where necessary and with the customer’s consent. Our Privacy Policy sets out how data is processed and shared with third parties.
Supporting Customers With Vulnerabilities
All customer-facing members of the Players Cars team receive training to identify and support vulnerable customers. We tailor our approach to ensure individuals with additional needs receive fair treatment and clear, accessible communication.
We also:
- Regularly review customer feedback and interactions.
- Analyse complaints to identify potential harm or misunderstanding.
- Ensure our communications are clear, fair, and not misleading.
- Adapt our processes where we identify areas for improvement.
How We Assess Value
At Players Cars, delivering value means offering competitive pricing, transparent advice and a high standard of service. We assess our value by reviewing:
- The competitiveness of our pricing across our funder panel.
- The quality and clarity of our customer communications.
- Customer feedback, complaints trends and overall satisfaction.
- Internal processes and performance across sales and support functions.
Our Value Assessment in Practice
We deliver competitive contract hire pricing supported by a personalised service. Our team works closely with customers from the initial enquiry through to delivery, and our Customer Services team provides support throughout the full contract term.
Our staff complete induction and competency assessments before advising customers. Ongoing development includes regular compliance and Consumer Duty training, supported by BVRLA-aligned modules.
We monitor performance through:
- Call and file reviews
- Internal audits
- Ongoing compliance oversight
- Customer feedback
- Complaint root-cause analysis
Findings are reported to senior management to ensure continuous improvement.
How We Measure Performance
We assess our effectiveness through:
- Pricing & Competitiveness: Monitoring take-up rates and funder tendering outcomes.
- Complaints: Full logging, investigation, and trend analysis.
- Customer Feedback: Surveys sent at key stages of the journey.
- Review Platforms: Encouraging independent customer reviews to measure satisfaction.
- Operational Data: Including credit declines, cancellations, pipeline performance and conversion rates.