The Financial Conduct Authority (FCA) is the independent
regulator of financial services. The FCA require
us to provide you with an Initial Disclosure Document
to help you decide if our services are right for
you. This document provides information about Silverstone
Vehicle Management Limited, the products we offer,
the services we will provide, what we charge for
our services, who regulates us, what to do if you
have a complaint, and details about the Financial
Services Compensation Scheme.
Silverstone Vehicle Management Limited is authorised
and regulated by the Financial Conduct Authority.
We provide motor vehicle finance brokerage services
to customers via a third party finance partner on
a lease agreement. Our registered address is Shaw
Lane Business Park, Shaw Lane, Barnsley, South Yorkshire,
S70 6EH. Our Financial Conduct Authority Firm Reference
Number is FRN 650940. You can verify our status
on the Financial Services Register by visiting the
FCA’s website at www.fca.org.uk
or by contacting the contact centre on 0845 606
We will provide you with either comparable details
of firms most appropriate to your lending or purchase
requirements, or general information relating to
finance products. In assessing your requirements
we may seek such information about your personal
circumstances and objectives as might be relevant
in order to enable us to identify your needs. It
is important that you provide us with accurate and
relevant information so that we can try to match
you with the most suitable product.
As a Financial Conduct Authority regulated credit
broker, we may introduce you to a range of finance
providers who may be able to help you finance your
vehicle and provide other products/services, such
as vehicle maintenance and servicing packages.
We will only offer products from a carefully
selected panel of finance providers. We will not
refer you outside of this panel. You can ask us
for a list of the suppliers who provide our finance
and insurance products. All the products we offer
We may receive a fee for introducing you to one
of our many lenders who assists with your agreement.
We do not charge a fee for our services.
It is the aim of Silverstone Vehicle Management
Limited to provide a very high standard of service
to every client. It's important to us that all complaints
are resolved as quickly as possible and to the complete
satisfaction of our clients.
This policy explains how we will deal with any
complaints. It also tells you what you can do
if you think your complaint has not been resolved
to your satisfaction.
If you have a complaint about any aspect of our
service then we would like to hear from you. You
can contact us by telephone or in writing and
your complaint will be resolved in the shortest
Silverstone Vehicle Management Limited
Shaw Lane Business Park
To help us to investigate and resolve your concerns
as quickly as possible, you should in the first
instance contact the department with which you
have been dealing. To help us resolve your problem
you should provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put
- Photocopies of any relevant paperwork
will try to resolve your complaint immediately;
however, sometimes this may not be possible. In
the unlikely event that we are not able to resolve
your complaint by the end of the next business
day, we will keep you informed of the progress
of our investigations and provide our final response
in writing providing our findings and the action
to then take.
If you have a regulated consumer contract with us
and are not satisfied with our final response, you
may be eligible to refer the matter to the Financial
Ombudsman Service. You must do this within six months
of our final response.
At Silverstone Vehicle Management Limited 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
Treating Customers Fairly (TCF) is one of the key
principles set by the Financial Conduct Authority
(FCA) to ensure fair treatment of customers, by
improving standards across the financial industry.
As a part of this,Silverstone Vehicle Management
Limited follows the relevant aspects of the FCA's
six guiding principles on how to engage with our
customers. These are known as the 'Treating Customers
Fairly' principles and govern how we communicate
with customers, the level of service we provide
and the fairness of our products and procedures.
The six principles for treating customers
Outcome 1: Consumers can be confident that they
are dealing with firms where the fair treatment
of customers is central to the corporate culture.
Outcome 2: Products and services marketed and sold
in the retail market 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 firms have 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 firms to change product, switch
provider, submit a claim or make a complaint.
Ways we meet these requirements in the day
to day running of our business
We continually aim to understand the needs
of our clients
We ensure that the marketing of our products is
appropriately targeted, clear, not misleading and
highlights the risks/conditions as well as the key
features/benefits of a product.
We make certain our clients understand the risks
associated with our services at the outset of an
We keep our clients fully informed in a clear and
fair manner that is unambiguous and not misleading.
We ensure our services are delivered with clarity
and transparency and do not contain hidden conditions
or rely on complex technical definitions.
Any advice provided will be appropriate and take
into account the customer's individual needs and
We take our clients' privacy seriously and ensure
that our staff are aware of and follow rules in
relation to data protection to ensure that clients'
details are kept secure and confidential.
We take any complaint seriously and will deal with
any complaints promptly and make improvements to
our operations where required.