Treating Customers Fairly

At Economy Hire, treating customers fairly is a fundamental principle of how we operate. We are committed to ensuring that fair treatment of customers is at the core of our business practices and culture. As part of this commitment, we align with the principles and standards set by regulatory authorities, ensuring that customers feel valued and confident in our services.

Consumer Outcomes

To ensure fair treatment, we strive to meet six key consumer outcomes outlined by regulatory guidance:

Outcome 1
Customers can trust that fair treatment is embedded in our culture and values.

Outcome 2
Our products and services are designed and marketed to meet the needs of specific customer groups and are promoted appropriately.

Outcome 3
We provide customers with clear, straightforward information and keep them informed before, during, and after their interactions with us.

Outcome 4
When providing advice, we ensure it is tailored to each customer’s circumstances and best interests.

Outcome 5
We deliver products and services that meet the expectations set during the sales and hire process, ensuring quality and satisfaction.

Outcome 6
Customers do not encounter unreasonable barriers when they need to modify their products, switch finance providers, file claims, or make complaints.

Commitment to Consumer Duty

Consumer Duty is an important framework that ensures businesses like ours act in the best interests of our customers. This involves helping customers make informed decisions, providing transparent information, and supporting their needs.

Key Consumer Duty Outcomes:

• Products and Services: We ensure all our car and van hire or sales services are well-designed and targeted at the right audience.
• Price and Value: Our pricing is fair, transparent, and free from hidden charges.
• Consumer Understanding: We communicate clearly, avoiding jargon, and tailor our approach to individual customer needs.
• Consumer Support: We are dedicated to providing ongoing support, ensuring that customers can fully benefit from our products and services.

How We Embed Fair Treatment in Our Business

• Training: All staff receive comprehensive training on treating customers fairly and understanding regulatory standards.
• Customer Needs: Our team takes the time to understand each customer’s requirements, explaining all options, benefits, and any potential risks in plain language.
• Transparent Information: Clear and concise details about our fees, services, and policies are provided during the sales process and on our website including information about commission in our disclosure statement.
• Regular Reviews: Senior management conducts regular reviews and audits to monitor customer feedback and ensure continuous improvement in our practices.
• Complaints Handling: We manage complaints with professionalism and efficiency, using customer feedback to improve our services.

Complaints Procedure

We strive to provide exceptional service, but if you feel we haven’t met your expectations, we encourage you to let us know. Your feedback is invaluable in helping us improve.

To raise a concern, please contact our Customer Service Team:
📞 01425 484272
📧 hire@economyhire.co.uk

We aim to resolve complaints quickly and fairly. If your complaint involves a regulated agreement and remains unresolved, you may be eligible to refer it to the Financial Ombudsman Service within six months of our final response.

At Economy Hire, we are committed to building trust and delivering excellent service, ensuring your experience with us is positive, transparent, and tailored to your needs.