Company Policies

Complaints policy

If customers have a complaint or concern they wish to address, they are to contact us at barncarstd@gmail.com or to post recorded delivery to Unit 5 Suffolk House Business Park, Ashwells Road, Brentwood, Essex, CM15 9SG. 

Barn Cars Limited strives to provide a great aftercare to all customers and all claims will be taken with the upmost respect in a fair matter. 

Vulnerable customer policy

The Financial Conduct Authority (FCA) defines vulnerable consumers are the following: 

‘A vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care’

How can businesses assist vulnerable customers and what guidance is available? 

Barn Cars Limited has a effective policy in order to ensure that vulnerable customers are provided with clear information with pre and post sales and all steps that are entailed in their purchase and after care to make sure that they can make an informed decision. All sales are to be handled appropriately to each customer’s individual circumstances and can be adapted to a tailored service to meet specific needs. 

More information can be found at:

www.FCA.org.uk/consumer-vulnerabilty

Treating customers fairly

The Treating Customers Fairly Policy (TCF) is essential to a successful business, as happy customers equal a happy company. Barn Cars Limited client relationship is crucial and this is shown in the five stars reviews, returning customers and recommendations. 

The TCF policy is imperative to the FCA and what is expected from motor retail businesses, outlined below.

Outcome 1: Consumers can be confident 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 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. 

Fraud prevention and anti money laundering 

Barn Cars Limited ensures that money laundering risks identified by FCA are appropriately mitigated. This is achieved by establishing board approved, minimum governing policies, principles and standards implementing appropriate controls to protect Barn Cars Limited, its employees and customers from money laundering. 

Barn Cars Limited has a fraud prevention and anti money laundering policy in place to set out the responsibilities of its owners and staff with a no tolerance take on bribery and corruption and that anyone who may adhere to accepting the above will be known to be breaking the law. 

Barn Cars Limited is committed to acting professionally and with integrity in all dealings and relationships. 

The anti-bribery policy applied to all employees, trainees, casual workers, volunteers, or any other persons associated with Barn Cars Limited, no matter where they are located. 

Definition of bribery:

Bribery refers to the act of offering, giving, promising, asking, agreeing, receiving, accepting, or soliciting something of value or of an advantage so to induce or influence an action or decision.

A bribe refers to any inducement, reward, or object/item of value offered to another individual in order to gain commercial, contractual, regulatory, or personal advantage.

Bribery is not limited to the act of offering a bribe. If an individual is on the receiving end of a bribe and they accept it, they are also breaking the law.

Bribery is illegal. Employees must not engage in any form of bribery, whether it be directly, passively (as described above), or through a third party (such as an agent or distributor).