Treating Customers Fairly Policy

Policy Statement

e4 Vans & e4 Finance ensures clients are at the very heart of all that we do. We are fully committed to providing the highest standards of customer service and advice.

Where we refer to “Customers” in this policy, we mean all third parties connected with the sale or finance arrangement.

Our customers are our most valuable asset. Our aim is to deliver a user-friendly, robust, reliable, and cost-effective service.

We are fully committed to treating our clients fairly and endeavour to meet their expectations of high-quality service.

Our Treating Customers Fairly (TCF) policy is centred on Financial Conduct Authority (FCA) guidance, ensuring we consistently deliver fair outcomes to our customers and take responsibility for the organisation and our staff (at all levels) in providing enhanced service quality, based on openness and transparency.

We take the FCA requirement to treat customers fairly seriously, embedding it across all areas of our operations.

FCA Six Key Themes for TCF

  1. Customers should be confident that treating customers fairly is embedded in our corporate culture.
  2. Services marketed and sold are designed to meet customers’ needs and are targeted accordingly.
  3. Customers should be provided with clear information and kept appropriately informed before, during, and after service provision.
  4. Where advice is provided, it takes into account a client’s individual circumstances.
  5. The service provided is of an acceptable standard.
  6. Customers do not face unreasonable barriers to making a complaint.

Core Principles of Our TCF Policy

  1. Corporate Culture: Fair treatment of customers is central to our organisational culture.
  2. Product Suitability: Products and services are designed to meet the individual needs of our customers.
  3. Transparency: Customers are provided with clear information and kept appropriately informed before, during, and after a finance or leasing arrangement.
  4. Advice: Where advice is given, it is suitable and considers the customer’s individual circumstances.
  5. Barrier-Free Service: Customers will not face unreasonable barriers to changing products, raising concerns, or making a complaint.
  6. Complaint Handling: Complaints are handled professionally, sympathetically, and within a reasonable timeframe.
  7. Staff Training: All staff are kept up to date with relevant training in competence, data protection, and other matters affecting service quality.
  8. Continuous Professional Development: Staff are encouraged to read trade press, FCA guidance, newsletters, and receive relevant updates to support TCF principles.

Our Service Approach

  • We ensure the appropriateness of requested services for all customers before accepting a deal, aligned with their knowledge and experience.
  • We continually aim to understand customers’ needs.
  • We provide clear, fair, and unambiguous information throughout the service.
  • Services are delivered with transparency and no hidden conditions.
  • Accurate and comprehensive records are maintained for all customer interactions.
  • Customers are informed of any risks associated with services at the outset.
  • Service and risk information is kept clear and prominent at all times.
  • Any conflicts of interest are disclosed to customers promptly.

FCA & Finance Disclosures

  • We are an appointed representative of HH Business Finance Limited authorised and regulated by the FCA (Firm Reference Number: 932105).
  • We are a credit broker, not a lender, permitted to conduct Credit Brokering, Debt-Adjusting, and Debt-Counselling in connection with vehicle finance and consumer hire agreements.
  • We do not charge fees for Consumer Credit services.
  • Some lenders may charge administration fees to set up agreements.
  • We typically receive commission from lenders (fixed fee or percentage of the amount borrowed).
  • Commission does not influence the amount you pay to a lender.
  • All remuneration amounts are disclosed prior to the conclusion of the transaction.
  • Our aim is to secure finance at the lowest interest rate available from our panel of lenders.

Complaints Handling & Financial Ombudsman Service

  • We respond promptly to customer queries and complaints.
  • Complaints are escalated and managed to ensure fair outcomes.
  • Senior management monitors complaint outcomes to improve systems and service quality.
  • Financial Ombudsman Service: If you are not satisfied with our final response, you may refer your complaint to the FOS:
    Exchange Tower, London, E14 9SR
    Telephone: 0800 023 4567 or 0300 123 9123
    Website: www.financial-ombudsman.org.uk

Contact Details

Registered Office:
e4 Vans & e4 Finance
e4 House, Cedar Way, Tonyrefail, Porth, RCT CF39 8JN

📞 Telephone: 01443 676494
📧 Email: Lee@e4vans.co.uk

Error & Omissions Excepted (E&OE)
Adopted on: 19/01/2026
Last Review Date: 19/01/2026