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SYNERGY CAR LEASING WAS FOUNDED TO GIVE OUR CLIENTS A GREAT LEASING EXPERIENCE.
We continue to achieve this by delivering an excellent service to our clients through industry knowledge, advice and quality customer communication supported by real value for money. All this is backed up by our Best Price Guarantee.
Synergy Car Leasing is celebrating over 17 years in business. Founded in 2006 by Paul Parkinson, who has more than 30 years’ experience in the automotive industry, Synergy Car Leasing is one of the leading automotive and finance credit brokers in the UK.
Synergy is recognised as the Best Medium-Sized Leasing Broker and is Highly-Commended for Customer Service in the 2022-2023 Leasing Broker Federation Awards. A large part of our growth has been driven by recommendation and referral from existing clients.
Newable Ltd, a London-based financial services, professional advice and workspace provider, acquired a majority shareholding in the business in early 2020, to further Synergy’s growth plans. Newable supports ambitious businesses with flexible finance solutions from patient capital investment, export finance, business finance and property finance. The organisation provides fully funded advice to businesses and hold 300 free events each year for SMEs; it also has 55 workspaces across the UK suitable for all budgets.
Clients still remain at the heart of our business and we continue to offer a professional, friendly approach and a personal service. Our head office is based in the beautiful spa town of Harrogate, North Yorkshire, where our hard-working team, chosen for their extensive industry knowledge and expertise, are located.
We’ve achieved the Platinum Trusted Service award from independent global feedback engine, Feefo, for consistently delivering best-in-class customer experience. We now have thousands of independent customer reviews which rate us 5 Stars for Customer Experience and Product.
We're also a member of the British Vehicle Rental and Leasing Association (BVRLA), so you can be assured of the highest standards of service, fair terms and conditions, as well as transparent and accurate information.
A member of the British Vehicle Rental and Leasing Association (BVRLA)
As a member of the British Vehicle Rental and Leasing Association (BVRLA), we adhere to the Leasing Brokers Member's code of conduct, so you can be assured of the highest levels of service, honesty and integrity. The code states that Leasing Broker Members agree to abide by the following principles:
- To provide clear pricing for all products and services sold via any sales channel, printed or digital, which promotes a member’s products.
- Not to misrepresent any information about their products or services.
- To behave at all times with integrity and ensure that any agents working on their behalf also follow the standards set out in the Code of Conduct.
- To understand and comply with all rules and regulations relating to the service or product provided.
- To provide customers with the information they need to make an informed decision about the product/service offered.
- To operate from an established place of business that is maintained to a professional standard.
- Not to use any advertising material containing misleading or inaccurate statements and to comply with the codes and standards set by the regulators.
- To resolve customer complaints according to the standards set out in the Code of Conduct.
- To ensure that employees, where appropriate, are adequately trained to a standard that enables them to adhere to the Code of Conduct.
- To display the BVRLA logo.
View in full the BVRLA Code of Conduct.
Synergy Automotive is authorised and regulated by the Financial Conduct Authority (FCA) FRN 660618.
Data Protection Number Z9922966.
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:
- 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. - 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. - 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. - 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. - 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. - 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
- Synergy’s marketing and financial promotions are developed to ensure that they are appropriate for the target audience and are presented in a clear, fair and not misleading manner. They are also reviewed and signed off as approved by the Compliance Manager.
- Communication of the application process, key details of the product and disclosure of the customer’s rights are provided in a number of formal documents before and after the customer enters into an agreement. There are no hidden terms, conditions or fees and they are written in easy to understand language. Quotations and order forms are presented in a format which are easily legible and understood.
- All calls are recorded for quality and training purposes so customers can be confident that any conversations can be relied upon at a later stage if required.
- Our customers view of their leasing experience with Synergy Automotive is important to us so we work with independent feedback company - Feefo to gain feedback. 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.
- We take our customers’ data seriously, and ensure all staff are trained to keep our customers’ details secure and confidential.
MANAGEMENT INFORMATION (MI)
Management Information (MI) is vital for firms in analysing trends and assisting in identifying and solving any problems which are identified. Firms should use it to monitor customer treatment, expectations and outcomes.
This information – whether anecdotal or quantified – should be active rather than merely reactive. It should identify future risks rather than just dealing with known problems and should be acted on as required.
MI has no purpose if it is not used, and firms can improve their service and business performance with good MI. How the firm uses and collects MI is down to the directors and senior management of the firm.
Awareness/Training
TCF is already instilled in the culture of Synergy. Synergy ensures its teams are trained and competent in order to provide our service to the level of satisfaction the client expects. In addition, all teams are provided with internal training on the fundamental principles of TCF, including BVRLA e-learning modules.
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'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 that 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. Please see our full Treating Customers Fairly Policy for further information.
