Codes of Conduct

If you are considering leasing a car or van, you may be wondering who regulates the vehicle leasing industry and how you are protected as a consumer.

At Nationwide Vehicle Contracts we are committed to complying with industry legislation and regulation, working hard to ensure that we follow strict codes of conduct when speaking to and advising our customers.

But what do these codes of conduct mean to you as the customer? They mean you can be safe in the knowledge that we carry out business in an honest and trustworthy manner at all times.

Financial Conduct Authority (FCA)

Nationwide Vehicle Contracts is authorised and regulated by the Financial Conduct Authority (FCA). The Financial Conduct Authority is the conduct regulator for 56,000 financial services firms and financial markets in the UK.

The FCA work to protect consumers in a wide range of ways, specifically by ensuring firms put their customers at the heart of their business by offering appropriate products and services and putting customers’ protection above the firms’ own profits or income.

As an FCA regulated firm, we must follow the rules set in its handbook. The FCA handbook sets out business standards we must abide by, as well as how we must deal with any complaints we receive.

The FCA handbook is divided into key sections which include, but aren’t limited to:

• High Level Standards which includes information on record keeping, fees, senior management arrangements and systems and controls
• Business Standards which details rules on communicating with clients, financial promotions, preparing product information and cancellation procedures
• Regulatory Processes which includes information on Auditors, FCA Approved Persons and reporting requirements
• Redress Dispute Resolution which ensures we treating complainants fairly and complying with record keeping requirements

To view the handbook for yourself, download it from the FCA handbook website.

As a Leasing Broker member, we are bound by the BVRLA’s mandatory code of conduct, which stipulates how we must conduct our business with you, the customer, in terms of contracts, quotes and payment terms, duty of care, end-of-contract processes and more.

BVRLA Leasing Broker members agree to abide by the following principles:

1. To provide clear pricing for all products and services sold via any sales channel, printed or digital, which promotes a member’s products
2. Not to misrepresent any information about their products or services
3. To behave at all times with integrity and ensure that any agents working on their behalf also follow the standards set out in this Code of Conduct
4. To understand and comply with all rules and regulations relating to the service or product provided
5. To provide customers with the information they need to make an informed decision about the product/service offered
6. To operate from an established place of business that is maintained to a professional standard
7. Not to use any advertising material containing misleading or inaccurate statements and to comply with the codes and standards set by the regulators
8. To resolve customer complaints according to the standards set out in this Code of Conduct
9. To ensure that employees, where appropriate, are adequately trained to a standard that enables them to adhere to this Code of Conduct
10. To display the BVRLA logo

To download and view the BVRLA Leasing Broke Code of Conduct, click here. You can also find out more about how we comply with this Code of Conduct in our 10 Reasons you’re in Safe Hands with Nationwide Vehicle Contracts guide.

To ensure our promotional material complies with ASA regulation, Nationwide Vehicle Contracts follow the guidance set out in the UK Code of Non-broadcast Advertising and Direct & Promotional Marketing, also known as the CAP Code.

The CAP Code is the rule book for non-broadcast advertisements, sales promotions and direct marketing communications and offers guidance on all areas, including:

• Marketing Communications and the rules to ensure material is clearly identifiable as marketing communications, advertisements or advertorials
• Misleading Advertising which contains rules on substantiation, pricing, the use of the word ‘free’, the availability of products, comparisons, testimonials and more
• Promotional Marketing which details the rules regarding competitions, prize draws, instant wins, charity promotions and incentive schemes
• Distance Selling which details rules governing marketing communications that allow readers to place orders without face-to-face contact with the seller, as well as their rights to cancellation, fulfilment of orders and refunds
• Database Practice including information on direct marketing, collecting or using customer information, consent (opt in and opt out), retention of information and suppression requests
• Financial Products which details the specific rules for financial marketing communications that are not regulated by the FCA or Trading Standards
• Motoring Guidelines which details the social responsibility rules for motor vehicles, covering safety, speed and irresponsible or anti-social driving behaviours

You can find out more about the Advertising Standards Authority (ASA) and download a copy of CAP Code on their website.