V12VF | Consumer Duty | April 23 - Flipbook - Page 17
You should continue to comply with your obligations to ensure that you treat customers in vulnerable circumstances
fairly.
Likewise, V12 Vehicle Finance has an obligation to support customers who move in or out of vulnerability or have
protected characteristics which is delivered through our vulnerability policy, procedure guidelines, trained staff, and a
Specialist Support Team.
You are reminded that you should not continue with any application for finance where you have concerns regarding the
customer’s mental capacity, for example, if they appear unable to understand the financial information presented to
them. In this situation, please contact our New Business Team for advice before proceeding.
Please contact us if you need any further information about how we support the needs of all our customers in relation
to the Product(s).
7.
Our assessment of value
We have developed a comprehensive and robust assessment process that evaluates several aspects of our business to
determine the value of these Products. This analysis is used to ascertain whether the Products delivers fair value for
customers.
The outcomes of the assessment process are presented to both the Vehicle Finance and Secure Trust Bank Group
Executive Committees, allowing for challenge and further investigation before we sign off the outcomes and share the
summary of our assessment with you.
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