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Treating Customers Fairly

At Blue Chilli Car Leasing, we are committed to giving you excellent customer service and treating you fairly. We are fully committed to providing the highest standards of client service and advice, and we never forget that you have a choice of supplier — we are grateful that you’ve chosen us.

Treating Customers Fairly (TCF) is one of the key principles set by the Financial Conduct Authority (FCA) to ensure fair treatment of customers and raise standards across the financial industry.

As part of this, Blue Chilli Car Leasing follows the relevant aspects of the FCA’s six guiding principles. These govern how we communicate with customers, the level of service we provide, and the fairness of our products and procedures.

The Six Principles for Treating Customers Fairly

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

  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.

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

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

  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.

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

How We Apply These Principles Day to Day

  • We continually aim to understand the needs of our clients.

  • We ensure our product marketing is appropriately targeted, clear, not misleading, and highlights both the risks and the benefits.

  • We make sure clients understand any risks associated with our services from the outset.

  • We keep clients fully informed in a clear, fair, and unambiguous way.

  • We deliver our services with clarity and transparency — no hidden conditions or complex technical language.

  • Any advice provided is tailored to the customer’s individual needs and circumstances.

  • We take client privacy seriously and ensure all staff follow data protection rules to keep personal information secure and confidential.

  • We handle all complaints seriously, respond promptly, and use feedback to improve our services where needed.

If You Have a Complaint

Please visit our Complaints Procedure page for full details on how to raise and resolve an issue.