Treating Customers Fairly Policy
In cases where the customer has taken out finance to spread the cost of their purchase, we will be open and transparent with the lender about issues which may affect their relationship with the customer, to help them ensure they continue to treat the customer fairly too.- Training
- Complaints handling
We will make it easy for customers to complain, either verbally or in writing, and we will take all complaints seriously.
All complaints will be investigated and responded to promptly. Equally, if a complaint is raised with Deko or a lender and they require information from us to support their investigations, we will promptly provide the necessary information relevant to the complaint.
- Remuneration
In developing and reviewing our remuneration frameworks, we will ensure that no member of staff is directly or indirectly incentivised to increase sales of finance.
- Customer feedback
We rely on customer feedback and reviews to help build our reputation and so it is in our best interests to ensure our customers have reasons to leave us excellent reviews and to tell their family, friends and colleagues about their positive experience with us.
Responsibility
All staff are responsible for treating their customers fairly and will be expected to attend/complete all training required by the company.
The Directors of the Company are responsible to ensure that this policy is implemented and adhered to by all staff and will keep this policy under review from time to time.
