Treating Customers Fairly
Fair outcomes are built into how VCEA operates, from your first enquiry through to the end of your contract and beyond.
Vehicle Consulting East Anglia ("VCEA", "we", "us" or "our") is a trading name of C&N Consulting Services Ltd, an FCA-authorised and regulated credit broker (Firm Reference Number: 1029606) and a member of the British Vehicle Rental and Leasing Association (BVRLA).
Treating Customers Fairly (TCF) is a core regulatory principle set by the Financial Conduct Authority. It requires firms like ours to place fair customer outcomes at the centre of everything we do, not just at the point of sale. This page explains what that commitment means in practice when you deal with VCEA.
1Our commitment
We believe that fair treatment and good long-term relationships go hand in hand. As an independent broker with no ties to any single manufacturer or funder, our commercial interest is already aligned with yours: we succeed when we find you the right vehicle, on the right terms, for the right reasons.
2The six TCF outcomes
The FCA sets out six consumer outcomes that firms should deliver. We've mapped our own practices against each one below.
Outcome 1: Fair treatment is central to our culture
Fair customer outcomes are considered at every level of our business, from how we train our consultants to how we structure our services.
Outcome 2: Products meet customer needs
We only recommend leasing structures and vehicles that genuinely fit your budget, usage and business requirements.
Outcome 3: Clear information, before and after sale
We explain contract terms, costs, mileage allowances and end-of-contract conditions in plain English, before you commit.
Outcome 4: Suitable advice
Where we provide guidance, it reflects your individual circumstances, not a one-size-fits-all sales script.
Outcome 5: Products perform as expected
We work only with reputable funders and manufacturers, and follow up to make sure delivery and service match what was agreed.
Outcome 6: No unreasonable barriers
Switching, renewing, making a complaint or ending a contract should never be more difficult than it needs to be.
3How we deliver this in practice
4Supporting vulnerable customers
We recognise that customers can be in vulnerable circumstances at any time, whether due to health, life events, resilience or capability, and that this can affect the support someone needs from us. We aim to identify vulnerability sensitively, adapt how we communicate and the pace at which we operate, and never let a customer's circumstances result in a worse outcome for them.
If you or someone in your business would benefit from additional support, extra time, or a different way of communicating with us, please let your consultant know, or contact us using the details below.
5If something goes wrong
We aim to get things right first time, but if you are ever unhappy with our service, we want to hear about it and put it right. You can raise a concern by phone, email or through our contact form. We will acknowledge your complaint promptly and keep you updated while we investigate.
If you remain dissatisfied with our response, and you are eligible to do so, you may be entitled to refer your complaint to the Financial Ombudsman Service, free of charge, at financial-ombudsman.org.uk.
6Accountability & oversight
As an FCA-authorised credit broker (FRN 1029606), we are subject to ongoing regulatory oversight and conduct standards. Senior management at C&N Consulting Services Ltd is responsible for monitoring customer outcomes, reviewing complaints and feedback, and ensuring our TCF commitments are reflected in day-to-day practice, not just in policy documents.
7Contact us
If you have any questions about this commitment, or about how we've treated you as a customer, please get in touch.
Talk to us about your experience
C&N Consulting Services Ltd, trading as Vehicle Consulting East Anglia (VCEA)