Treating Customers Fairly

Treating Customers Fairly & Consumer Duty

At Players Cars Ltd, we believe responsibility is not just a regulatory requirement — it’s part of who we are.

Our customers, our business partners, and our employees are at the heart of everything we do. Without them, Players Cars wouldn’t be the trusted and respected company it is today.

We are committed to providing an exceptional level of service and ensuring that every customer is treated with fairness, transparency, and respect at all times. From the first enquiry through to vehicle delivery and beyond, our goal is to create a seamless, professional experience that reflects our core values of honesty, integrity, and care.

Our Commitment

Treating Customers Fairly (TCF) is one of the key principles established by the Financial Conduct Authority (FCA) to ensure that all customers receive fair treatment.

These principles guide every aspect of how we communicate, advise, and deliver our products and services.

As an FCA-authorised credit broker and proud member of the British Vehicle Rental & Leasing Association (BVRLA), Players Cars Ltd follows both the FCA’s TCF outcomes and the Consumer Duty cross-cutting rules, ensuring customers always experience fair value, clear communication, and the right level of support.

The Six FCA TCF Outcomes

1. Fairness is central to our culture

Customers can be confident that they are dealing with a business where fairness is embedded in our values and decision-making.

2. Products and services meet the right needs

We only market and offer products that are suitable for our identified customer groups and structured responsibly.

3. Clear, fair and timely information

Customers receive accurate information before, during, and after the point of sale to make well-informed decisions.

4. Appropriate advice and guidance

Any advice or recommendations provided are suitable, considering each customer’s individual needs and circumstances.

5. Products perform as expected

Vehicles and finance agreements perform as described, and our service levels meet the standards customers were led to expect.

6. No unreasonable post-sale barriers

Customers can easily make a complaint, amend an agreement, or switch providers without facing unnecessary obstacles.

How We Ensure Fair Treatment

• Always place the customer’s needs and best interests at the forefront of every decision.
• Ensure customers fully understand any risks, costs, or limitations before entering into an agreement.
• Maintain transparency in all communications — no hidden fees, complex terms, or ambiguous language.
• Provide clear, jargon-free explanations of all products and finance options.
• Offer guidance and advice that is appropriate to each customer’s financial and personal circumstances.
• Protect customer privacy and maintain full compliance with the UK GDPR and Data Protection Act 2018.
• Monitor and review internal processes regularly to ensure the highest service standards.
• Take all complaints seriously, resolving them promptly and using feedback to improve.

Consumer Duty & Defining a Good Customer Outcome

Introduced by the FCA in 2023, the Consumer Duty sets a higher expectation for how firms care for their customers.

Under the Duty, we must always:

• Act in good faith towards customers.
• Avoid causing foreseeable harm to customers.
• Enable and support customers to pursue their financial objectives.

 Our Target Market

As a vehicle leasing and finance intermediary, Players Cars Ltd acts as an introducing broker, arranging credit facilities through approved funders and sourcing vehicles from authorised supplying dealers.

Our typical customers include private individuals, sole traders, and businesses seeking transparent, competitive, and professional lease solutions.

We recognise that some customers may experience temporary or ongoing vulnerability — financial, health-related, or situational — and we act with extra care where such needs are identified.(For more information, see our Vulnerable Customers Policy).

A good customer outcome occurs when:

• The customer fully understands the nature of the product and associated obligations.
• The vehicle and finance agreement are suitable for the customer’s needs.
• The process is transparent, professional, and free from unfair barriers.
• The customer receives clear communication, good value, and effective support throughout the agreement.

We validate customer outcomes through feedback surveys, complaint analysis, and regular monitoring of our processes

The Consumer Duty Framework

Cross-Cutting Rules

Players Cars Ltd achieves good customer outcomes by adhering to the FCA’s three cross-cutting rules:

1. Act in Good Faith

We act honestly and transparently, always prioritising the customer’s best interests.

2. Avoid Foreseeable Harm

We proactively identify potential risks or detriment and take steps to prevent them.

3. Enable Informed Decisions

We provide information that is timely, clear, and easy to understand, helping customers make sound financial choices.

The Four Consumer Duty Outcomes

a. Products and Services

We ensure that all products and services we arrange:

• Meet the needs, characteristics, and objectives of our customers.
• Are distributed appropriately and perform as expected.
• Are regularly reviewed to ensure they continue to offer value and suitability.
• Include information shared with funders and manufacturers to support responsible oversight.

b. Pricing and Value

• All processing fees and broker commissions are fair, transparent, and proportionate to the service provided.
• Full disclosure is provided in our Initial Disclosure Document (IDD), quotations, and order forms.
• We continually review charges across our supply chain to ensure customers receive fair value.
• Any potential vulnerability or harm due to fee structures is assessed and mitigated.

c. Consumer Understanding

• We communicate clearly and ensure customers understand key information at the right time.
• Our communications are regularly monitored and tested to ensure they are easy to understand.
• Fees, charges, and cancellation rights are clearly explained — both online and in documentation.
• We clearly identify whether a product is regulated or non-regulated, and highlight available protections such as FOS or BVRLA ADR.

d. Consumer Support

• Customers have access to support channels that allow them to use our services effectively.
• Post-sale support is as responsive and professional as the pre-sale experience.
• We provide additional support where customers experience vulnerability or complex circumstances.
• Customers can exit or switch products easily if an agreement becomes unsuitable.
• Complaint procedures are simple, accessible, and designed to resolve issues promptly and fairly.

Vulnerable Customers

Players Cars Ltd is fully committed to supporting customers who may be vulnerable due to personal, financial, or health circumstances. Our Vulnerable Customer Policy outlines how our staff identify, record, and respond to such cases with appropriate care and discretion.

We encourage customers to inform us of any circumstances that may affect their ability to make fully informed decisions, so that we can tailor our support accordingly.

Continuous Improvement

We monitor our performance against the FCA’s six TCF outcomes and Consumer Duty measuresthrough:

• Ongoing staff training and competency assessments.
• Review of management information (complaints, cancellations, satisfaction data).
• Quarterly board reviews of customer outcomes and process improvements.
• Sharing data and feedback with funders and the BVRLA to maintain best practice.

Summary

“At Players Cars Ltd, Treating Customers Fairly and Consumer Duty are not just regulatory frameworks, they are at the heart of our culture. We act in good faith, prevent foreseeable harm, and enable customers to make confident, informed decisions. Our goal is to deliver transparent, professional, and fair outcomes for every customer, every time.”

Players Cars Ltd

110 Gelderd Road, Leeds, LS12 6BY  lease@playerscars.com   0113 531 0130

Authorised and regulated by the Financial Conduct Authority. Member of the British Vehicle Rental & Leasing Association (BVRLA).