TREATING OUR CUSTOMERS FAIRLY

Our Aim

We aim to treat Customers in a fair and professional manner by offering a totally transparent service and keeping them advised at every stage of their finance application(s). We seek to establish the most appropriate financial product for their purposes, source this from a reputable Finance House and ensure the cost is competitive within the marketplace given the customer’s credit standing.

Our Background

Being specialists in sourcing finance for the Event and Hospitality sector, we enjoy the benefit of having long term relationships with most of our Equipment Suppliers (from whom we receive 80% of our referrals).

These relationships are invaluable to us, because they give us a better insight as to the customer’s needs and allow a “two pronged” approach to gathering all the relevant information, communicating with the customer and jointly providing the best possible customer service.

Our Process

Step One – Initial Customer Engagement

In the first instance, we will always wish to talk to the Customer by telephone to achieve a clear understanding of their business rationale and their forthcoming finance requirements. At this stage we also advise the Customer how our process works and how we get paid by for our services by the funder of choice.

At the same time, based on the initial information gathered already, our pre-underwriting process can then be commenced, in order to prepare the foundations of our intended proposal to the most appropriate funder/s from our panel.

We will seek to understand the customer’s specific equipment requirement; why it is suitable; what it is to be used for; how it will benefit them. If the supplier happens not to be known to us, we will carry out similar investigative research on them.

Step 2 – Research and Reporting

We will broaden our understanding of the customer and their marketplace by visiting websites and social media platforms. We will request financial metrics from a Credit Reference Agency such as Experian to establish, at a high level, the customer’s credit worthiness and the affordability of the proposed transaction.

If more detailed management information is required, we will obtain this from the customer. If likely problems in sourcing finance are perceived, we will advise the customer accordingly. If further information, or just a better understanding, is felt to be needed by ourselves, or later by any proposed funder, then we will seek to visit the customer to achieve this.

Step 3 – Visiting the Customer

In every case we will visit the Customer at their premises at least once, if not twice, before the deal is completed, both to cement the relationship and avoid possible frauds. If we become uncomfortable with the proposal (for whatever reason) at any time during this process, even if a funder acceptance is already in place, we will accordingly advise all parties concerned and withdraw.

Step 4 – Our Recommendation of Suitability

Once we are satisfied with the overall picture, we can present to interested parties the financial product which could be supplied to satisfy the customer’s needs, and once the Customer has reviewed and agreed to our recommended financial solution, we will then submit a proposal to the Finance House/s that we believe will best meet the Customer’s needs and requirements,

Step 5 – Funding Approval and Contract Presentation

Once suitable funding is in place, we will talk this through with our customer, arrange for documentation to be completed (the customer agreement/contract with the funder, the supplier’s invoice for the goods, etcetera), co-ordinate all these as far as possible and keep all parties (Customer, Supplier, Funder) appraised of progress.

Step 6 – Contract Execution

When all parties are satisfied and the Customer has fully understood and signed all appropriate documentation, the Finance House/s will execute the agreement and the contract will be live.

Future Contact

We do not see that our relationship with the Customer finishes once the agreement is live. On the contrary, once the customer transaction is completed, we maintain contact with the customer to ensure they remain satisfied with all aspects of our service and also to assist further if they have any other requirements.

We remain on hand to handle any questions that the Customer has, and we assist with any changes or amendments that they may need to make. All our Customers are actively encouraged to contact us on any matter relating to their current contract and future investment plans. We like to work in a spirit of partnership with all our customers and find that in doing so, we form long lasting mutually beneficial business relationships.

Further Information

We constantly strive to maintain a high degree of professionalism and fairness when managing every aspect of our customers’ financial need and requirements.

When we engage with new customers, we ensure that we provide sufficient information to enable them to make an informed decision.

New Customers are kept informed at every stage of the process are furnished with a number of documents to help them understand every aspect of how we support them. These documents are presented to every customer, and we explain each one to them and freely answer any questions that they may have.

These documents include these stated here and are freely available to our customers at any time during our relationship.

• Privacy Notice
• Consent to Credit Search
• Letter of Engagement
• Suitability Letter
• Complaints Policy