Treating Customers Fairly 

Our Commitment

Rayner Smith Finance is a trading style of Rayner Smith Finance & Leasing Ltd.

We are authorised and regulated by the Financial Conduct Authority (FCA) under Firm Reference Number 922697 and are a member of the British Vehicle Rental and Leasing Association (BVRLA).

Treating customers fairly is at the heart of our business. We are committed to delivering good customer outcomes and maintaining the highest standards of honesty, transparency and professionalism in everything we do.

Treating Customers Fairly

Rayner Smith Finance follows the Financial Conduct Authority's six guiding principles on Treating Customers Fairly (TCF). These principles govern how we communicate with customers, the level of service we provide and the fairness of our products, processes and procedures.

We are committed to ensuring that:

• Customers can be confident that fair treatment is central to our business culture.

• Our products and services are designed to meet the needs of identified customer groups.

• Customers receive clear, accurate and timely information before, during and after the point of sale.

• Any recommendations or solutions we provide are appropriate to the customer's needs and circumstances.

• Products and services perform as customers have been led to expect.

• Customers do not face unreasonable barriers when making changes, obtaining information, raising concerns or making a complaint.

Consumer Duty

The FCA Consumer Duty requires firms to act to deliver good outcomes for customers.

Rayner Smith Finance supports this through the four Consumer Duty outcomes:

Products and Services

We only offer products and services that are designed to meet the needs of our customers and their vehicle funding requirements.

Price and Value

We aim to ensure our products and services represent fair value. Any fees, charges or commissions are disclosed where required, allowing customers to make informed decisions.

Consumer Understanding

We communicate in a way that is clear, transparent and easy to understand. We avoid unnecessary jargon and aim to provide customers with the information they need to make informed decisions.

Consumer Support

We provide ongoing support throughout the customer journey and are available to answer questions before, during and after any agreement is arranged.

Vulnerable Customers

We recognise that some customers may be vulnerable due to health conditions, financial circumstances, personal situations or significant life events.

Where we identify a customer who may require additional support, we will make reasonable adjustments to ensure they are treated fairly, understand the information provided and are able to make informed decisions.

Complaints

We take all complaints seriously and are committed to resolving concerns fairly, promptly and professionally.

Customers can raise concerns at any stage of their relationship with us. Details of our Complaints Procedure are available on our website or upon request.

Continuous Improvement

We regularly review our processes, customer feedback, products and services to ensure we continue to deliver good customer outcomes and meet our obligations under FCA regulations and the BVRLA Code of Conduct.

Contact Us

If you have any questions regarding this statement or the way we conduct our business, please contact:

Rayner Smith Finance
Unit C2, Otley Mills
Ilkley Road
Otley
West Yorkshire
LS21 3EE

Email: [email protected]

Rayner Smith Finance is a trading style of Rayner Smith Finance & Leasing Ltd. Registered in England & Wales No. 11857387. Authorised and regulated by the Financial Conduct Authority. FCA Firm Reference Number 922697. ICO Registration Number ZB739954. BVRLA Member No. 11421.