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Treating Customers Fairly
As an FCA authorised and regulated business Mojo Vehicle Sales Limited is committed to the fair treatment of
customers, or TCF. As such Citrus expects its AR firms to adopt this same ethos and abide by the FCA
6 customer outcomes, designed to ensure fair customer outcomes is the central focus for all firms
offering financial services products.
These 6 TCF Outcomes are:
1 - Consumers can be confident that they are dealing with firms where TCF is central to the corporate culture.
2 - Products and services are designed to meet the needs of identified consumer groups and targeted accordingly.
3 - Consumers are provided with clear information and kept appropriately informed before, during and after the point of sale.
4 - Where consumers receive advice, it is suitable and takes account of their circumstances.
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.
6 - There are no unreasonable post-sale barriers imposed by firms when consumers want 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 consider 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.
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