Information Notice

General Terms of Use

This Website is owned and provided by First European Finance (Scotland) Limited (registered in Scotland with company number SC135936), whose registered address is at Abercorn School, Newton, Broxburn, West Lothian, EH52 6PZ , and whose VAT registration number is 658589762. First European Finance (Scotland) Limited is authorised and regulated by the Financial Conduct Authority as a credit broker, not a lender.

The Terms of Use apply to all of our products and services. In these Terms of Use, “we”, “our”, and “us” means First European Finance (Scotland) Limited and any of its trading styles. “You” and “your” means any person who accesses and uses this Website. In these Terms of Use, “Website Information” refers to all aspects which operate in or form part of this Website, including (but not limited to): Images, Text, Scripts, Graphics, Animations, etc.

Access to and the use of this Website is subject to the Terms of Use. By accessing this Website, you agree to be bound by these Terms of Use and to act in accordance with them. If you do not accept or agree with any of the Terms of Use, you are not permitted to use this Website, and you should leave the Website immediately. You should check the Terms of Use every time you visit this site, as we reserve the right to change or amend these Terms at any time and without warning. Any changes made to these Terms of Use shall take effect immediately from the date they are posted on this Website.

 

Intellectual Property Rights

All intellectual property rights in the Website Information are owned by First European Finance (Scotland) Limited or its associated providers unless otherwise stated. Intellectual property is in the information provided by this Website, the design and arrangement of the web pages and its content, and in the underlying source code and software. Other material operating in or forming part of this Website may also hold intellectual property rights.

Website Information may be viewed in a web browser for private use only. You may not copy any Website Information for any reason except for private use. Prior, written consent must be obtained from First European Finance (Scotland) Limited for any reason other than private use of Website Information. Consent to use any Website Information from this Website may be granted at our sole discretion. Nothing in these Terms of Use or on this Website may be considered a license to reproduce, use, or copy any Website Information.

Your continued use of this Website will denote your acceptance of these Terms of Use; however, if any term of these Terms of Use is breached, your right to use and access this Website shall immediately be revoked.

 

Vehicle Data and Pricing

We make available a range of information and data relating to vehicles and pricing within our site. Every effort is made to keep this data accurate and up to date; however, you should only use this as a guide, and we will not be liable for any loss or damage arising directly or indirectly from the use of or reliance on this data. All of the imagery contained in the site is for illustration purposes only and is not intended to provide an actual image of the vehicle we may deliver. We continually make changes to the site in terms of content, data, imagery, and pricing, and we reserve the right to change or adjust any of these at any time.

Vehicle pricing and quotes on this site are for information purposes only and do not in themselves constitute an offer to trade. We will notify you of any changes that may affect a vehicle booking you have made with us. All of the pricing information is quoted in Great British Pounds (sterling) and excludes VAT.

 

Booking Your New Vehicle

When you place a booking instruction for a vehicle with us, this is an offer by you and is subject to acceptance by us. Acknowledgment of your vehicle booking instruction does not constitute legal acceptance of it. We may choose not to accept your booking, and in these circumstances, we will not be liable to you or anyone else connected with the vehicle booking. All vehicle bookings are subject to availability, vehicle manufacturer price changes, and payment of a booking deposit. If the vehicle you have booked is not available, we will contact you to offer possible alternatives, or you can choose to wait until the vehicle you want is built and ready for delivery. In this event, you can also choose to cancel your booking, and we will arrange to refund any deposit you have paid in respect of the booking. If you choose to modify or cancel your booking, you should confirm this in writing. If we choose to accept your booking cancellation, we will levy a charge for administration expenses incurred in processing your booking and disposing of the vehicle related to that booking. Your booking with us is an instruction from you to us to purchase for supply a vehicle of your choice and specification, and as such, we will consider a cancellation as a breach of agreement. As an estimate of the likely costs involved in disposing of the vehicle and the related administration costs, a minimum charge of £2500 + VAT will be levied against the cancelled booking. If the vehicle has been built to your individual specification, then additional cancellation costs may be incurred, and these costs will be added to the cancellation charge.

The above vehicle booking conditions will not apply if you are exercising your rights afforded under the Consumer Credit Act 1974, The Distance Selling Regulations, or The Distance Marketing Regulations. These regulations afford cancellation rights in certain circumstances only and would not normally apply to a business company. None of our booking conditions will affect your statutory rights.

 

Statutory Rights

Nothing contained in our terms and conditions shall affect your statutory rights.

First European Finance (Scotland) Limited is authorised and regulated by the Financial Conduct Authority as a credit broker, not a lender. If you choose to make an application with us, we can introduce you to a limited number of finance providers who may pay us for that introduction.

 

Treating Customers Fairly

Here at First European Finance (Scotland) Ltd, we take Treating Customers Fairly very seriously.

All firms regulated by the Financial Conduct Authority (FCA) must pay due regard to the interests of their customers, and consequently, treating customers fairly is an integral part of our culture and has been embedded in all areas of our business for many years - from systems and controls to training, remuneration, and staff behavior.

The principles of Treating Customers Fairly are not new and are part of existing regulatory requirements. They aim to raise standards by introducing a series of changes that will benefit retail customers and increase their confidence in the financial services industry.

As Treating Customers Fairly is not a one-size-fits-all concept, First European Finance (Scotland) Ltd has put together some information about what Treating Customers Fairly means to us, including what you can expect from us, how we deliver this, and what to do if you feel you have been treated unfairly.

 

What does Treating Customers Fairly mean?

Outcome 1

Retail customers 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 both of an acceptable standard and as they have been led to expect.

Outcome 6

Consumers do not face unreasonable post-sales barriers imposed by firms to change products, switch providers, submit a claim, or make a complaint.

 

What you can expect from us

Treating Customers Fairly is a vital part of First European Finance (Scotland) Ltd’s business values, and we are continuously working to ensure customers are treated fairly. As a result, you can expect the following services when dealing with us:

- Clear, fair, and transparent pricing.

- Continual monitoring of the competitive market to ensure consumers achieve value for money.

- Fair and quality advice from our experienced sales staff based on customer needs, priorities, and circumstances.

- Clear and transparent information regarding our fees in our initial disclosure document.

- Continual advice and support throughout all stages of the product life-cycle.

- Clear and jargon-free information on the product with adequate opportunity for customers to ask questions.

- After-sales information and services, including contract reminders, product updates, and help and advice regarding additional services.

- Full complaints handling procedure.

 

How do we work to deliver this?

Treating customers fairly is a continuous process, and we’re implementing many processes throughout the business to ensure we comply. These include:

- Obtaining feedback (where possible) from customers and staff to continually improve communication and processes.

- Robust training and competence programs to support sales staff and ensure we are listening to our customers and considering their individual needs and circumstances.

• Any advice provided will be appropriate and consider the customers’ individual needs and circumstances.

- Offering only products and services which are appropriately targeted, clear, unambiguous, and that highlight the risks and conditions as well as the key features and benefits.

- Ensuring customers understand all risks associated with products and services.

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

- Continually reviewing our workplace environment and protocols (by senior management) to measure and monitor treating customers fairly performance.

- Regularly reviewing FCA material, disseminating appropriate content to staff, and attending relevant industry conferences and meetings.

- 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.

 

What to do if you feel you’ve been treated unfairly?

A crucial aspect of treating customers fairly is how we handle complaints from our customers. It is our aim to provide an excellent standard of customer service for every client. On occasion, we may get things wrong. If you have a complaint about any aspect of our service or products, we would like to hear from you.

Please call our office on 0800 027 3923 or email us at enquiries@vanleasing.com. Alternatively, you can write to us at First European Finance (Scotland) Ltd, Second Floor, 24 Henderson Street, Bridge of Allan, FK9 4HP, where a member of staff will be available to help (Office hours: Monday-Friday 9 AM-5.30 PM).

Please refer to our complaints procedure if you have any queries about our complaints process.

 

Treating Customers Fairly

We are committed to ensuring that the FCA principle of treating customers fairly is applied in all areas of our day to day business activities.

In adopting a Treating Customers Fairly principle we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to protect the interests of our customers at each stage of the product life cycle, from promotion through to after sales and service, as well as meet as best we can the unique needs of each customer by offering a transparent, efficient, and professional service, and constantly reviewing our service to identify areas for improvement.

In practical terms, for the different areas of our business, this means:

1. Ensuring that promotional material is clear, compliant, jargon free, and appropriately targeted.

2. Ensuring that staff have thorough training on all products and services, understand who they are and aren’t suitable for, and are encouraged to challenge product providers, suppliers, and manufacturers where they spot inconsistencies, ambiguities, or potential unfairness in the product literature or product features.

3. Operating remuneration systems which assure fairness to the customer as well as customer satisfaction.

4. Finding ways to encourage all staff to implement Treating Customers Fairly in their day to day activities.

5. Keeping detailed records of customer discussions and of the advice and options given before, during, and after a sale, to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly.

6. Encouraging after sales contact with clients where appropriate to correct or improve on the service already offered.

7. Ensuring that customer complaints are assessed fairly, promptly, and impartially, and in line with FCA deadlines and rules.

8. Encouraging staff to recommend improvements to service following customer complaints and monitoring the outcome.

9. Ensuring that staff are kept up to date with relevant training in relation to competence, data protection, and other matters directly affecting the quality of service offered to customers.

10. Offering regular training in the principle of Treating Customers Fairly at all levels of the business.

11. Regularly monitoring and reporting on all of the above Treating Customers Fairly activities as part of the company’s monthly statistics/MI, in order to assess Treating Customers Fairly performance across the business and recommend changes where appropriate.

12. Ensuring that Treating Customers Fairly values, which are set and communicated by Senior Management, are supported by all staff and understood in the same way.

Nothing contained in our terms and conditions shall affect your statutory rights.