At Optima Vehicle Leasing, we are committed to treating all customers fairly.
This page outlines our approach to ensuring transparency, honesty, and high standards across our car and van leasing services throughout the UK.
At Optima Vehicle Leasing, we are dedicated to delivering excellent customer service and maintaining high professional standards at every stage of the leasing process.
We recognise that customers have a choice of provider, and we are committed to earning and maintaining your trust through fairness, clarity, and integrity.
Treating Customers Fairly (TCF) is a key principle established by the Financial Conduct Authority (FCA). It ensures that regulated firms place customers at the heart of their business model and deliver fair outcomes.
We fully support and embed these principles in our culture, systems, and day-to-day operations.
We operate in line with the FCA’s six outcomes for Treating Customers Fairly:
1. Fair Treatment at the Core
Customers can be confident they are dealing with a firm where fair treatment is central to its culture.
2. Appropriate Products & Targeting
Products and services are designed to meet the needs of identified customer groups and are targeted accordingly.
3. Clear Information
Customers are provided with clear information and kept appropriately informed before, during, and after the point of sale.
4. Suitable Advice
Where advice is provided, it is suitable and takes account of the customer’s circumstances.
5. Products Perform as Expected
Customers receive products that perform as they have been led to expect, supported by an acceptable standard of service.
6. No Unreasonable Barriers
Customers do not face unreasonable post-sale barriers when changing products, making complaints, or seeking assistance.
We put these principles into practice by:
Taking time to understand each customer’s individual needs and objectives
Conducting structured suitability and affordability assessments
Clearly explaining key features, costs, and risks of lease agreements
Ensuring our marketing is clear, fair, and not misleading
Prominently disclosing that we are a broker and not a lender
Disclosing our arrangement fee (£195 including VAT) upfront
Disclosing that we receive commission from lenders
Avoiding pressure selling or complex jargon
Keeping communication straightforward and transparent
Providing documentation in good time before any commitment is made
We ensure that customers understand:
The vehicle is supplied under a hire agreement
They will not own the vehicle at the end of the term (unless otherwise stated)
Mileage limits and excess charges
Early termination costs
Fair wear and tear standards
Any additional applicable fees
In addition to Treating Customers Fairly, we operate in accordance with the FCA’s Consumer Duty.
We:
Act in good faith
Avoid foreseeable harm
Support customers in pursuing their financial objectives
Where customers may have characteristics of vulnerability, we:
Adapt communication methods
Provide additional explanation
Allow additional time to consider decisions
Offer alternative communication channels where needed
Our approach ensures that vulnerable customers receive outcomes as good as other customers.
We take customer privacy seriously.
We comply with UK GDPR and data protection legislation, ensuring that:
Personal data is processed lawfully and securely
Information is only used for legitimate business purposes
Data is protected through appropriate security measures
We treat all complaints seriously and view them as an opportunity to improve.
Complaints are handled promptly, fairly, and transparently.
If you wish to make a complaint, please refer to our Complaints Procedure, which is available in the website footer.