Consumer Duty – Our Commitment to Fair Customer Outcomes

At Leasing Made Easy Ltd, we are committed to delivering excellent customer service and acting with the highest standards of care, professionalism, and fairness. We recognise that you have a choice of supplier, and we are grateful that you choose us. Our approach to Consumer Duty reflects a cultural commitment to ensuring good outcomes for all customers throughout their journey with us, including those who may be vulnerable.

Consumer Duty is a fundamental shift introduced by the Financial Conduct Authority (FCA) to raise standards across the financial industry and ensure firms consistently deliver fair treatment, clear communication, and products that meet customer needs.

We follow all relevant FCA rules and Consumer Principles governing how we communicate, how we design and distribute products, and how we support customers throughout their relationship with us.

The Four Consumer Duty Outcomes

Outcome 1: Products & Services
We ensure our products and services are designed to meet the needs, characteristics, and objectives of our customers. This includes making sure our marketing is appropriately targeted, clear, not misleading, and highlights key features, benefits, risks, and conditions.

Our commitment:

Products are suitable for the intended customer groups.

Customers understand the risks associated with our services from the outset.

Advice is appropriate and considers individual needs and circumstances.

We regularly review products to ensure they continue to deliver good outcomes.

Outcome 2: Price & Value
Customers must receive fair value — meaning the price paid is reasonable compared to the benefits received.

Our commitment:

Pricing is clear, transparent, and free from hidden conditions or complex technical definitions.

Charges are proportionate and reflect the quality of service we provide.

We continually assess our pricing structure to ensure it remains fair and aligned with customer expectations.

Outcome 3: Consumer Understanding
Customers must receive clear, timely, and accessible information that supports informed decision‑making.

Our commitment:

Communications are clear, fair, unambiguous, and not misleading.

We highlight risks, responsibilities, and conditions at the outset of every instruction.

Information is provided at the right time and in a format customers can easily understand.

We ensure customers — including those with vulnerabilities — receive communications tailored to their needs.

Outcome 4: Consumer Support
Customers must receive high‑quality support that meets their needs throughout their relationship with us.

Our commitment:

Support is accessible, responsive, and free from unreasonable barriers.

We take customer privacy seriously and ensure staff follow strict data protection rules to keep personal information secure and confidential.

Complaints are handled promptly, fairly, and used to improve our operations.

We provide additional care and consideration for customers who may be vulnerable.

How We Deliver Consumer Duty in Practice

We meet Consumer Duty requirements through the day‑to‑day running of our business by:

Continually aiming to understand the needs of our clients.

Ensuring marketing is clear, targeted, and highlights both benefits and risks.

Keeping clients fully informed in a clear and fair manner.

Providing advice that is appropriate and considers individual circumstances.

Protecting client privacy and maintaining strict data protection standards.

Handling complaints seriously, promptly, and constructively.

If You Have a Complaint
Please visit our Complaints Procedure page for full details.

Leasing Made Easy Ltd is authorised and regulated by the Financial Conduct Authority (FCA).
FCA Firm Reference Number: 914244
Data Protection Registration: ZA599485