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Treating customers fairly

At Total Motion 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 to ensure fair treatment of customers, by improving standards across the financial industry.

As a part of this, Total Motion follows the relevant aspects of the Financial Conduct Authority'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.

If you have a complaint

Please visit our complaints procedure page.

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Testimonials

Peter,

Thank you for professional and efficient service in providing the Porsche Macan exactly as promised, on time and to specification.

Your service was greatly appreciated.

Regards

Philip Wildish

Philip Wildish

Amelia,

Thank you so much for organising a car for my fastidious neighbour and dealing with him in such a professional and patient manner- he was really impressed!

I also want to thank you for the professional and friendly way you have dealt with the contract for my own car which is due for delivery shortly.

Gail Siddall

Peter provided exceptional service and provided me with the Clubman at an amazing price.

I highly recommend Total Motion if you're looking to lease a vehicle at a great price. A very friendly team that were always happy to help me find the perfect solution.

Thanks a lot!

Jenny Cross

Pete,

Thought the A7 was a good car but this is just a different league!!

I feel like a super star in it!!!

Thank You,

Martin McDade-Smith

Martin McDade-Smith

I dealt with Kieran , who was very helpful , answered all my questions and made the process a smooth one!

Ive Mattheessens

What a service, Stuart and Natasha are superb. Can't recommend these guys enough.

Simon Shakeshaft

Alex,

Thank you for managing to find a physical car with the exact specifications my wife wanted, something no other company could achieve. Also, for having patience with a very awkward and hard to please customer! Can't recommend this company highly enough! Fantastic from beginning to end.

Paul Sharpe

This is my first time leasing a vehicle and Stuart has been absolutely fantastic in explaining and sourcing the best deal for my first car. Any question I've asked or change that I've asked for (within reason), Stuart has sorted professionally and quickly. The communication via the company is brilliant and the whole ordering process is simple and easy. I'm looking forward to receiving my car and would definitely recommend Total Motion to anyone. Stuart Conway deserves personal recognition from the company for his excellent service.

Stuart

Peter,

Just wanted to say thanks again for giving us a fantastic service and helping us chose a vehicle and colour that's absolutely amazing! We love it!

Kind Regards,

Andy & Lucy Minas

Andy & Lucy Minas

Amelia,

I wanted to say thanks for all your help throughout the process of getting my new Tesla 90D. From the start of the first call you demonstrated a perfect balance of being friendly and helpful while fast and efficient. The way you kept me informed each step of the way was exemplary - telling me what you would do, what would happen next and then confirming when it was done.

I've recommended you already and will continue to- well done and thank you for all your help.

Kind Regards,

Rob Pickering

Rob Pickering

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