Treating Customers Fairly (V8 05/01/2026)
Skyfleet Limited is committed to ensuring the fair treatment of all customers, in line with FCA Principles, the six TCF Outcomes, and the Consumer Duty. Fair customer outcomes are central to our culture, governance, staff training, product selection, communication standards, monitoring processes, and customer support.
This simple guide explains what you can expect from us, we avoid jargon and keep things clear.
The Financial Conduct Authority (The FCA) – Principle 12
“A firm must act to deliver good outcomes for retail customers.”
We adhere to the FCA’s six consumer outcomes:
1. You can be confident that fair treatment is central to our culture.
2. The products and services we offer are designed to meet your needs.
3. You receive clear information before, during, and after your agreement.
4. Any guidance we give is based on your circumstances and needs.
5. The products and services you receive perform as we said they would.
6. You will not face unnecessary barriers if you want to change something, switch provider, or make a complaint.
The 4 principles of the FCA Consumer Duty
1. Products & Services – Everything we offer must meet the needs of customers it is designed for.
2. Price & Value – What you pay must be fair and reflect the value you receive.
3. Consumer Understanding – We must communicate clearly so you can make informed decisions.
4. Consumer Support – We must support you throughout your journey without hassle or obstacles.
The Consumer Duty Cost Cutting Rules
1. Act in Good Faith – firms must act with honesty, integrity and transparency, ensuring fair dealing and honoring reasonable customer expectations.
2. Avoid Foreseeable Harm – firms must actively identify, mitigate and prevent risks that could cause harm, such as exploiting behavioral biases or vulnerability.
3. Support Customer Financial Objectives – firms must enable consumers to meet their goals by providing suitable products, clear information and effective support.
Governance & monitoring
We hold regular Management Information reviews covering complaints, call quality, customer outcomes, and product performance.
Senior management oversight of Treating Customers Fairly and Consumer Duty compliance.
Periodic policy reviews and outcome testing.
Clear and concise marketing
Our marketing aims to help you—not mislead you. This means:
We avoid complicated language and explain things in a way that is easy to understand.
We do not overpromise or hide important information.
We only share offers and promotions that are relevant and meaningful.
We check all marketing carefully to make sure it is clear, fair and accurate.
You will always know whether we are acting as a credit broker, not a lender.
How we communicate with you
We aim to make every interaction straightforward and helpful. You can contact us by phone, email or in writing. We will:
Respond as quickly as possible—usually within one working day.
Use clear and simple language.
Explain anything you’re unsure about.
Provide written information when needed so you can review things in your own time.
Keep you updated at important stages, such as when finance is approved or a vehicle is ready.
Offer alternative communication formats if you need them.
If you need extra help
Everyone’s circumstances are different, and sometimes you may need extra support. If this happens, please tell us. We will:
Take the time to understand your situation.
Adapt how we communicate—for example, slowing things down or explaining things in more detail.
Offer additional support where possible.
Make sure you never feel rushed or pressured.
Our complaint process – simple, fair and friendly
We aim to get things right the first time, but if something goes wrong, we want to hear from you. Complaints help us improve. Here’s what happens when you raise a concern:
1. You contact us by phone, email or letter to let us know what has happened.
2. We acknowledge your complaint quickly, usually within 24 hours.
3. We listen and investigate thoroughly, gathering all the information needed.
4. We keep you updated so you’re never left wondering what’s happening.
5. We aim to resolve your complaint promptly, explaining clearly what we’ve found and what we will do to put things right.
6. If you’re still unhappy, we will explain your right to refer the complaint to the Financial Ombudsman Service.
Complaints are reviewed regularly to make sure we learn from them and make improvements where needed.
Skyfleet Limited is authorised and regulated by the Financial Conduct Authority (FRN 669102).
Registered Office: 3, High House Business Park, Kenardington, Kent, TN26 2LF.