Prime Drive

Treating Customers Fairly


Treating Customers Fairly (TCF)

Prime Drive Leasing LTD is an Appointed Representative of Limited.

At Prime Drive Leasing LTD, we are committed to providing excellent customer service and treating every customer fairly. We are dedicated to delivering the highest standards of service and support, and we appreciate that you have chosen us as your vehicle leasing broker.

Treating Customers Fairly (TCF) is a core principle established by the Financial Conduct Authority (FCA). It ensures that firms consistently place the interests of customers at the heart of their business and deliver fair outcomes throughout the customer journey.

At Prime Drive Leasing LTD, we fully support the FCA’s six Treating Customers Fairly principles. These guide the way we communicate with our customers, the products and services we provide, and how we handle enquiries before, during, and after the point of sale.

The Six Treating Customers Fairly Principles

We are committed to ensuring that:

  1. Customers can be confident they are dealing with a business where the fair treatment of customers is central to our culture.
  2. Our products and services are designed to meet the needs of identified customer groups and are marketed appropriately.
  3. Customers receive clear, accurate and timely information before, during and after the sales process.
  4. Any advice we provide is suitable and takes into account each customer’s individual circumstances.
  5. Customers receive products and services that perform as they have been led to expect, supported by a high standard of service.
  6. Customers do not face unreasonable barriers after the sale when changing products, switching providers, making enquiries or submitting a complaint.

How We Deliver Fair Customer Outcomes

To ensure we consistently meet these standards, we:

  • Continually seek to understand the needs of our customers.
  • Ensure our marketing is clear, fair and not misleading, highlighting both the benefits and any important conditions or risks.
  • Explain our services and any associated risks clearly from the outset.
  • Keep customers informed throughout the process using straightforward, easy-to-understand language.
  • Deliver our services transparently, without hidden terms or unnecessary complexity.
  • Provide recommendations that are appropriate for each customer’s individual needs and circumstances.
  • Protect our customers’ personal information by complying with UK data protection legislation and maintaining strict confidentiality.
  • Take all complaints seriously, investigate them promptly and use customer feedback to continually improve our service.

If You Have a Complaint

If you are unhappy with any aspect of our service, please refer to our Complaints Procedure page, where you will find details of how to raise a complaint and how it will be handled.