Treating Customers Fairly

Introduction

Vertu Lease Cars is a trading style of UK Carline Ltd and is owned and operated by UK Carline Ltd.

UK Carline Ltd is authorised by the Financial Conduct Authority (FCA) to provide credit broking services. We are a credit broker, not a lender.

Treating customers fairly is central to how we operate. We are committed to delivering fair outcomes for our customers and ensuring that all colleagues act with honesty, integrity, and professionalism in every customer interaction.

Since the introduction of the FCA’s Consumer Duty, delivering good customer outcomes is our primary regulatory obligation. Treating Customers Fairly remains an important part of our culture and underpins how we expect our colleagues to behave when supporting customers throughout their journey with us.

The Six Treating Customers Fairly Outcomes

We follow the FCA’s Treating Customers Fairly principles, which are designed to ensure positive outcomes for retail customers. These outcomes mean that:

• Customers can be confident they are dealing with a firm where fair treatment is central to the way we do business.
• Products and services are designed to meet the needs of identified customer groups and are marketed appropriately.
• Customers are provided with clear, timely, and understandable information before, during, and after the point of sale.
• Where advice is provided, it is suitable and takes account of the customer’s individual circumstances.
• Products and services perform as customers have been led to expect, and the level of service provided meets those expectations.
• Customers do not face unreasonable barriers if they wish to change products, switch providers, make a complaint, or raise a concern.

Our Approach

We take responsibility for ensuring that fairness is embedded across our business. Everyone at Vertu Lease Cars has a role to play in delivering good customer outcomes.

Our culture and values encourage colleagues to act in the best interests of customers at all times. In practice, this means we aim to ensure that:

• All customer communications, whether written or verbal, are clear, fair, and transparent.
• Customer needs are properly considered and respected throughout the customer journey.
• Colleagues understand the principles of Treating Customers Fairly and how these apply to their individual roles.
• Customer enquiries and complaints are handled openly, honestly, and professionally.
• We monitor our services using appropriate management information to help ensure our commitments to customers are being met.

Supporting Vulnerable Customers

We recognise that some customers may be in vulnerable circumstances due to personal, financial, or health-related factors. Treating customers fairly includes taking appropriate steps to recognise vulnerability and ensuring customers receive the support they need to achieve fair outcomes.

Our detailed approach to supporting customers in vulnerable circumstances is set out within our Consumer Duty framework.

Complaints

If you are unhappy with any aspect of our service, we encourage you to let us know. We will handle all complaints sensitively, fairly, and in line with FCA requirements.

We review complaints regularly to help us identify trends and make improvements to our service where needed. Our full complaints policy is available on our website.

Contact details:

• Write to:
  UK Carline Ltd (trading as Vertu Lease Cars)
  Sunnybank House
  Bilsborrow Lane
  Bilsborrow
  Preston
  PR3 0RN
• Email: complaints@vertuleasecars.co.uk
• Telephone: 01995 641111

Staff Training

Our colleagues receive ongoing training in customer service, Treating Customers Fairly, complaint handling, and Consumer Duty. This helps ensure that fairness and good customer outcomes are embedded in every interaction.

We monitor adherence to these principles as part of our Compliance Monitoring Programme, because customers are central to our business and long-term relationships are built on trust and fair treatment.

Our Commitment

Our aim is not only to treat customers fairly, but to provide a consistently positive and supportive experience throughout their relationship with us.

We regularly review our policies and processes to ensure they remain aligned with FCA expectations and continue to meet the needs of our customers. We welcome feedback at any time on how we can improve our service.

Governance

Overall responsibility for Treating Customers Fairly and delivering good customer outcomes sits with senior management at UK Carline Ltd.