Consumer Duty

At Citygate Leasing 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.

Consumer Duty is a key set of rules, introduced by the financial regulator the Financial Conduct Authority (FCA) to ensure that companies offering financial services “act to deliver good outcomes for customers”.

Cross cutting rules

Under Consumer Duty, regulated firms (such as Citygate Leasing) are expected to comply with the following ‘cross cutting rules’:

Act in good faith towards customers

Citygate Leasing will engage with customers honestly and transparently.

Avoid causing foreseeable harm

Citygate Leasing will identify and mitigate potential risks to customers.

Enable and support customers to pursue their financial objectives

Citygate Leasing will provide the necessary assistance to customers to achieve their particular financial goals.

The Four Outcomes

These expectations are expanded on through the FCA’s four key outcomes, which regulated firms must strive to achieve.

1. Products and Services

Citygate Leasing should only sell products and services to our customers which meet the needs and characteristics they require, whilst also supporting their objectives.

2. Price and Value

Citygate Leasing should ensure that their products are prices reasonably, in comparison to the overall benefits that it provides to the customer.

3. Consumer Understanding

Citygate Leasing must give our customers the information they need, in good time, in a format that is readable, and in a way the customer can understand. This allows the customer to make an informed financial decision.

4. Consumer Support

Citygate Leasing should support customer’s needs throughout their relationship with us, ensuring that they can realise the benefits of the products and services we have sold to them – without undue hindrance.

By implementing these principles into our corporate culture and customer processes, to ensure that our customers receive the highest level of service. We strive to set high standards in terms of business practices in all dealings with our customers, considering their needs in the delivery of our products and services. We are committed to providing products and services that create value for our customers, whilst ensuring our pricing is fair and reflective of the broader leasing market.

By aligning our practices with the FCA’s Consumer Duty, we reinforce our commitment to delivering good customer outcomes, acting with integrity and maintaining the highest standards of accountability across all aspects of our business dealings.

If you have a complaint

Please visit our complaints procedure page.