Treating Customers Fairly

Here at LM we take the well being of all our customers very seriously.


At LM Vehicle Leasing (“we/us”), we take pride in the customer service that we offer.

Linked to our service levels is Treating Customers Fairly (TCF), one of the principles set out by the Financial Conduct Authority (FCA).

Below we cover what TCF means and how it will impact your dealings with us. The FCA has identified six outcomes as the core features of TCF; these are:

Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect.

Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.


You can expect the following when dealing with us:

· We listen to our customers and assess their needs and requirements on an individual basis.

· Any information provided by us is stated clearly and accurately to ensure there is no ambiguity or misleading of our customers.

· Our pricing is clear and transparent on the website and any quotation or documentation you may receive from us.

· We are open about fees we charge or receive in our Initial Disclosure Document.

· We will remain in contact throughout the product lifecycle to ensure everything is ok and providing answers to any queries you may have.


TCF is a continuous process that evolves with the needs of our customers and with any industry changes. To ensure we continue to comply with TCF, we have implemented several procedures, including:

· Regular auditing of telephone and electronic correspondence between staff and customers.

· Regular development training for our staff to ensure that we do all we can for our customers and remain FCA compliant.

· Continuous investment and improvement of both our internal systems and our website.

· Regular review of FCA materials and attendance to workshops and conferences to further our knowledge base to ensure that we provide only our best possible service to customers.

· All of our staff complete the BVRLA annual regulatory training, plus any finance company training and where necessary any other forms of training we see fit for them to carry out their roles competently.

· We currently charge a fee of £199.00 excl. VAT (£238.80 inc. VAT) for our service, which we feel, based on our processes, service level and interaction, is good value for money.


There are many things you can do to help us deliver the best possible service to you, including:

· Ensure any information you provide is as accurate as possible;

· Review any information you receive from us carefully, this includes adverts and correspondence sent directly to you;

· Many of our products include a “cooling off” period as part of the process, this period is required by law, and you should use it to fully consider whether to proceed;

· Review your financial position by utilising one of the many credit report services which are now available.

If you are unsure about anything or have any questions, please contact us to discuss them.

What to do if you feel you haven’t been treated fairly?

A key point in our adherence to the philosophy of TCF is how we treat our customers in the event of a complaint. If you’re not happy, please email us at We act with honesty and good faith, but we are not an advice service. We will explain the positives and negatives of the contract (product) to the customer, and ensure they understand it fully before they proceed.