SYNERGY STORY

TREATING CUSTOMERS FAIRLY

Our business has prospered over the last decade by ensuring we put our clients first and provide them with the very best leasing experience. We continue to follow the six consumer outcomes laid out by the Financial Conduct Authority (FCA) below:

1. Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.
   Our customers are at the heart of our business and we take the time to listen to them and understand their needs.
   
2. Products and services promoted and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
   We make sure we match the right product to our customer's individual requirements. As well as making clear the benefits of the product, we highlight any risks or considerations that may need to be taken into account.
   
3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
   We ensure that all documentation before, during and after the sale is clear, straightforward and sent to our customers in a timely manner.  
   
4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.
   We make sure we understand our customers’ requirements as well as their individual circumstances so that we can offer suitable, clear advice.
   
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.
   All of our customers receive written information about their leasing agreement prior to commitment. In addition, our Account Managers, Client Services Team and other members of staff are aware of and compliant with FCA regulations.
   
6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
   We ensure all of our customers are treated fairly and with respect. Furthermore, our complaints policy is displayed on our website and any complaints are dealt with promptly and satisfactorily, with any future learnings taken into account.

 ASSESSING AND IMPLEMENTING OUR TCF PRINCIPLES

1. All Synergy Car Leasing’s financial promotions and marketing literature are reviewed by the Management Team to ensure that they are appropriate for the intended audience, and presented clearly, fairly and in a non-misleading manner.
2. Our Account Managers and Client Services Team ensure that any charges are clearly explained and highlighted, and are trained to understand our customers’ requirements.
3. All our customers will receive the appropriate documentation with all charges and costs clearly explained.
4. All calls are recorded for training and monitoring purposes and a random selection of calls are regularly reviewed.
5. All sales are authorised by the Managing Director and/or the Client Services Director to ensure they meet our TCF principles.
6. Our clients view of their leasing experience with Synergy Automotive is important to us, and we work with independent feedback company, Feefo to gain feedback from our client which forms part of our processes.  We also monitor our Net Promoter Score (NPS) within Feefo.  Feefo is reviewed regularly in Sales Meetings, responded to and any learnings taken into account in future decision making.
7. We take our customers’ data seriously, and ensure all staff are trained to keep our customers’ details secure and confidential and to ensure data protection.

 MANAGEMENT INFORMATION (MI)

Synergy Car Leasing produces Management Information (MI) to assess its performance against TCF principles.  In order to ensure the business makes informed decisions to continue to treat our customers fairly, the MI is accurate, timely, consistent and relevant.   The MI is regularly reviewed by the Management Team and in Account Management Team meetings, and includes analysis of sales data and other types of information.

Awareness/Training

Synergy Car Leasing ensures that all its staff are familiar with the principles of Treating Customers Fairly (TCF).  Our Account Managers are trained and coached to explain the difference between different financial products, and to ask the right questions to understand the needs of individual customers.  We undertake regular monitoring of our Account Managers and other members of staff so we can be certain of their competence.  The Account Management Team and other staff members are kept up to date with key information via daily Team Meetings or emails.

Remuneration

Synergy Car Leasing operates a remuneration model that mitigates sales bias and rewards non-sales staff so as to not impact negatively on the treatment of clients.

Complaints

Synergy Car Leasing’s Complaints Policy is clearly displayed on our website and is also detailed in our Initial Disclosure Document.  We aim to deal with complaints swiftly in accordance with FCA rules, and as a member of the BVRLA, we have access to a conciliation service if required.  All complaints and queries are logged and the outcome noted in the Complaints Log, which is reviewed and analysed in Management Meetings.

Synergy Car Leasing regularly reviews our processes, policies and procedures to ensure the TCF remains at the heart of our business.  Any learnings are taken into account and are used to help shape any strategic decisions and the future direction of the company.