Overview

We, Northside Truck & Van Limited, are committed to the highest standards of customer care in compliance with the FCA’s overriding Consumer Duty policy designed to deliver good outcomes for retail customers and our own Dealer Standards.

On September 25th, 2020, the FCA set out new best practice guidance for firms to protect vulnerable consumers.

FCA Definition

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm - particularly when a firm is not acting with appropriate levels of care.

Ensuring consumers have an appropriate degree of protection is central to what the FCA does. This includes protecting vulnerable consumers.

“We want vulnerable consumers to experience outcomes as good as those for other consumers and receive consistently fair treatment. We have regard to the general principle that consumers should take responsibility for their choices and decisions.

However, there are very real factors that might limit their ability to do so, and characteristics of vulnerability may result in consumers having additional or different needs and may limit their ability or willingness to make decisions and choices or to represent their own interests.”

These consumers may be at greater risk of harm particularly if things go wrong.

The FCA expect firms to provide their customers with a level of care that is appropriate given the characteristics of the customers themselves.

Our Vulnerable Customers policy is designed to deliver both the purpose and spirit of this guidance.

Practical Actions include:

A Dealership’s Vulnerable Customers Policy should be a consistent approach that is embedded across Departments.

Customer facing staff should be trained and be able to adapt their approach to deliver a service that meets the individual needs of vulnerable customers.

Clear, simple information and explanation throughout the lifetime of the product.

The FCA believes consumers in vulnerable circumstances need to trust that they will experience “What a customer’s “Good” looks like”.

Having financial products that are clear and easy to understand which are communicated in an easy-to-understand format (e.g., audio / braille / face-to-face) or the service delivery (e.g., agreement to talk at a particular time of day depending on carers and medication).

Customers need to be:

Summary:

This Policy comes under both the FCA “Principles for Businesses “and its “Consumer Duty” policies.

Firms must be able to provide examples of how they are achieving outcomes for consumers with characteristics of vulnerability that are as good as those for other consumers.

This will form part of our regular audits and proactive supervisory work.

Customer Support and Financial Wellbeing

If you're having trouble managing your agreement or are worried about making your payments.

If you’re worried about your finances or making a payment, you’re not alone. Whatever your circumstances, we’re here to help. We know it can be hard to talk about your financial situation but the sooner you get in touch, the more options you’ll have. Talking to us won't affect your credit score, but missing a payment might.

Please contact us on 01302 304856 (ext 2301) with any. Please have your agreement number to hand. We are open Monday – Friday, 9am – 5pm, excluding bank holidays.

Free independent advice on money management, your financial situation, help with your mental health, and financial and domestic abuse

You may want to talk to someone externally about your situation. The following organisations and charities provide free, confidential and impartial debt advice and support. Speaking to an independent advisor can help you understand your wider financial situation and they can even help speak to lenders on your behalf. The most important thing is that you seek help as early as possible whether from us, or independently. In asking for advice, your credit file will not be affected.

Useful Contacts

The following organisations can provide you with free, confidential and impartial advice and support:

Mental Health and Money

MoneyHelper

Citizens’ Advice Bureau

Samaritans

Money and Pensions Service

Money Advice Trust

MIND

Alzheimer’s Society

Vulnerability Registration Service

Mental Health Foundation – Get Help

StepChange Debt Charity

http://www.stepchange.org