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Compliance


Initial Disclosure Document

The Financial Conduct Authority (FCA) is the independent regulator of financial services. The FCA require us to provide you with an Initial Disclosure Document to help you decide if our services are right for you. This document provides information about Silverstone Vehicle Management Limited, the products we offer, the services we will provide, what we charge for our services, who regulates us, what to do if you have a complaint, and details about the Financial Services Compensation Scheme.


About Silverstone Vehicle Management Limited

Silverstone Vehicle Management Limited is authorised and regulated by the Financial Conduct Authority. We provide motor vehicle finance brokerage services to customers via a third party finance partner on a lease agreement. Our registered address is Shaw Lane Business Park, Shaw Lane, Barnsley, South Yorkshire, S70 6EH. Our Financial Conduct Authority Firm Reference Number is FRN 650940. You can verify our status on the Financial Services Register by visiting the FCA’s website at www.fca.org.uk or by contacting the contact centre on 0845 606 9966.


The services we provided

We will provide you with either comparable details of firms most appropriate to your lending or purchase requirements, or general information relating to finance products. In assessing your requirements we may seek such information about your personal circumstances and objectives as might be relevant in order to enable us to identify your needs. It is important that you provide us with accurate and relevant information so that we can try to match you with the most suitable product.


The products we use

As a Financial Conduct Authority regulated credit broker, we may introduce you to a range of finance providers who may be able to help you finance your vehicle and provide other products/services, such as vehicle maintenance and servicing packages.

We will only offer products from a carefully selected panel of finance providers. We will not refer you outside of this panel. You can ask us for a list of the suppliers who provide our finance and insurance products. All the products we offer are optional.

We may receive a fee for introducing you to one of our many lenders who assists with your agreement.

We do not charge a fee for our services.


Dispute Resolution and Complaints

It is the aim of Silverstone Vehicle Management Limited to provide a very high standard of service to every client. It's important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This policy explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved in the shortest possible time;

Compliance Manager
Silverstone Vehicle Management Limited
Shaw Lane Business Park
Shaw Lane
Barnsley
S70 6EH.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork

We will try to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response.


Treating customers Fairly


At Silverstone Vehicle Management Limited 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 and 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, by improving standards across the financial industry.

As a part of this,Silverstone Vehicle Management Limited follows the relevant aspects of the FCA's six guiding principles on how to engage with our customers. These are known as the 'Treating Customers Fairly' principles and 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
Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
Outcome 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.
Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
Outcome 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.
Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Ways we meet these requirements in the day to day running of our business

We continually aim to understand the needs of our clients

We ensure that the marketing of our products is appropriately targeted, clear, not misleading and highlights the risks/conditions as well as the key features/benefits of a product.

We make certain our clients understand the risks associated with our services at the outset of an instruction.

We keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading.

We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.

Any advice provided will be appropriate and take into account the customer's individual needs and circumstances.

We take our clients' privacy seriously and ensure that our staff are aware of and follow rules in relation to data protection to ensure that clients' details are kept secure and confidential.

We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required.

Codes of conduct


Financial Conduct Authority

As Silverstone Vehicle Management Limited is authorised and regulated by the Financial Conduct Authority (FCA), we follow the guidance set in its handbook.

This handbook sets out business standards we must abide by, as well as how we must deal with any complaints we receive.

To view the handbook for yourself, click here to download it from the FCA handbook website.


BVRLA

Silverstone Vehicle Management Limited is also a member of the BVRLA. The British Vehicle Rental and Leasing Association is the trade body for companies involved in leasing and renting cars, vans and commercial vehicles.

As a member, we are bound by the BVRLA’s mandatory code of conduct, which stipulates how we must conduct our business with you, the customer, in terms of contracts, quotes and payment terms, duty of care, end-of-contract processes and more.

To download and view the BVRLA code of conduct, click here.