TREATING CUSTOMERS FAIRLY

Treating Customers Fairly Policy:

We value our customers and treat them fairly by providing a professional service and sell them products that fit their needs.

We have embedded treating customers fairly principles within our business and our service.

Our Business

Our business operations are driven by the current and potential needs of our customers We consider the impact of any changes to our business on our customers Payments to our employees support the sale of appropriate products and services Our employees receive regular training on treating customers fairly We always strive to achieve the best outcome for our customers taking into account the various elements within vehicle leasing.

Our Service

We explain key attributes of products and make sure that our documentation and advertising is clear, easy to understand and not misleading We design our marketing campaigns and literature so that key messages are clear, balanced and useful for our target customer segments We regularly review our sales activity to ensure that we are selling products and services that meet the needs of our customers Where a customer complains about our service we treat their complaint seriously and positively. Our responses are clear and easy to understand.

We use data to monitor and improve our customer service.

BAV’s principals in treating customers fairly:

Outcome 1: Consumers can be confident that when they are dealing with BAV the fair treatment of customers is central to the corporate culture.

Outcome 2: Products and services marketed and sold at BAV are designed to meet the needs of identified consumer groups and are targeted accordingly.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: Consumers are provided with products that perform as BAV has led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by BAV to change product, switch provider, submit a claim or make a complaint.