Treating customers fairly
The Financial Conduct Authority's Treating Customers Fairly (TCF) Principle 6 requires a firm to pay due regard to the interests of its customers and treat them fairly. We are fully committed to TCF, and this policy demonstrates how it applies to our day-to-day activities.
TCF is about being clear, transparent and open in our approach and dealings with customers. Wheelies, a trading name of Baboodle Limited, is committed to the fair treatment of its customers throughout the life of the business, to being a trusted business within the families we serve, and to engaging with our customers, employees and manufacturers openly and honestly.
All staff are expected to meet customers' fair and reasonable expectations and to treat customers with respect and fairness at all times. This is part of our employee induction process and regular staff training. We maintain procedures and management information reporting - such as complaints, incident and breach reporting - to identify, measure, mitigate and manage the risk of not treating customers fairly.
Good consumer outcomes are embedded in our culture
- Our customers can be confident they are dealing with a firm where TCF is central to the corporate culture.
- Our products and services are designed to meet the needs of identified customer groups and targeted accordingly.
- Our customers are provided with clear information and kept appropriately informed before, during and after the point of sale.
- Our customers receive products that perform as we have led them to expect, with service of an acceptable standard and as they have been led to expect.
- Our customers do not face unreasonable post-sale barriers to change product, switch provider or make a complaint.
What you should expect from us
- We understand your requirements and provide products and services to meet those needs.
- We answer your questions and enquiries within the scope of our responsibilities, and refer you to the appropriate body where more detailed information is required.
- Our promotional material is clear, compliant, jargon-free and appropriately targeted.
- Our staff are thoroughly trained on the products we offer, understand who they are and are not suitable for, and are encouraged to challenge inconsistencies, ambiguities or potential unfairness.
- We identify ourselves and the purpose of any communication in connection with our hire services at the outset, and only approach you at an appropriate time of day.
- We operate remuneration systems that assure fairness to you.
- We offer after-sales contact where appropriate to correct or improve on the service already offered.
- Your complaints are assessed fairly, promptly and impartially, in line with FCA deadlines and rules.
- Our staff receive ongoing training in competence, data protection and other matters directly affecting the quality of our service.
- We regularly monitor and report on TCF activities, and TCF values set by senior management are supported and understood by all staff.
If you do not feel we are meeting these objectives, please let us know at hello@wheelies.co.uk. If you would like to make a complaint, please see the complaints section of our Terms and conditions or contact us.
