Treating Customers Fairly Policy


Treating customers fairly is a core principle at Bluepoppy Vehicle Solutions Ltd. This forms the cornerstone of how we do business with all our customers and is embedded in our company culture. Our policy is broken into several key areas as detailed in the paragraphs below.

Purpose of this Policy

This treating customers fairly (TCF) policy ensures that we:

  • Set a culture that is built around the best customer outcomes
  • Provides a framework that all staff can apply when making decisions
  • Meet the guidelines set by the FCA and BVRLA in relation to TCF

Six Consumer Outcomes - Financial Conduct Authority (FCA)

There are six consumer outcomes that leasing brokers should strive to achieve to ensure fair treatment of all customers. 

  • Outcome 1 – Consumers can be confident 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 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 

Our Culture

We have aimed to create and maintain a customer focussed culture by setting:- 

  • An ethical approach to decision making and to be applied within processes and controls
  • Our ethos is shared internally so all staff can communicate consistent messages to our customers
  • We have worked hard to ensure we have a very strong and customer focussed management team
  • Our staff are targeted to deliver high standards and fair outcomes
  • We have recruited a strong customer service team to ensure the whole journey is a positive one
  • We have a strong customer service team to ensure there are no unfair barriers at the end of the contract 

Customer Feedback/Satisfaction Measures

  • We use an independent review website and this has enabled us to track customer feedback
  • Customers are invited to provide feedback at any stage of the process
  • Feedback received is compared with complaints data to improve our processes 

Customer Complaint Management

  • Our complaints process is detailed within our Terms and Conditions posted on our website
  • All staff are encouraged to log every complaint received so we can deal professionally with every expression of dissatisfaction and also analyse the themes
  • We have a designated complaints handler within the business to handle any complaints that can’t be resolved at the point of initial contact


  • We have two strong and customer focussed managers who are responsible for sales and customer services respectively
  • Our organisational structure allows us to observe, provide feedback and coach within the day to day role

Internal Audit

  • We have an internal second line of defence who audits our orders/calls and provides a weekly report to management
  • We have a weekly management meeting that aims to review and discuss the outcomes of the internal audit results
  • The internal audit results are part of the performance management KPIs for our staff
  • The internal audit results help improve our processes and are part of our continuous improvement cycle

External Audit

  • We are a member of the trade body, the BVRLA, who provide a level of audit against their code of conduct
  • We partner with a number of finance companies whom all require us to satisfy a number of audit requirements

Staff Reward

  • All sales staff are employed, have a basic salary plus a performance related bonus. Any bonus paid takes into account performance across a number of KPIs to ensure we treat customers fairly

Customer Relationship Management (CRM)/Customer Communication

  • We use a comprehensive CRM system that enables us to communicate effectively throughout the customer journey
  • We aim to be in contact regularly and make each step extremely clear within the process