Contact Osprey on 01368 860090 or by email
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LEGAL SECTION - **Please Read**

On this page you will find the following:

1. COMPLAINTS PROCEDURE

2. COMMISSION DISCLOSURE

3. INITIAL DISCLOSURE

4. TREATING CUSTOMERS FAIRLY

 

1. COMPLAINTS PROCEDURE

It is our aim at OSPREY LEASING LTD to maintain an exceptional standard of service to each and every one of our customers. We will ensure that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers. The following procedure explains how we deal with complaints and will also guide you in where to take the matter further if you feel that your complaint has not been resolved to your satisfaction.

If you have a complaint: Should the situation arise whereby you have a complaint with any aspect of our service then we would most definately like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropraite person in the shortest time possible. To assist us in investigating the situation and ensuring prompt resolution we would advise that you contact the person with whom you have been dealing. We will try to resolve your complaint immediately, however, sometimes this may not be possible. In the unlikely event that are not able to resolve your complaint by the end of the next working day (Monday - Friday), we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the course of action to then be taken.

To register a complaint please contact us by either of the following methods:

E-MAIL:  enquiries@ospreyleasing.co.uk

PHONE:   01368 860090

WRITE TO US:  Osprey Leasing Ltd, 18 Moray Avenue, Dunbar, EH42 1QG

If you have a regulated contract that has been arranged by us and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within 6 Months of our final response.

 

 

2. COMMISSION DISCLOSURE

The FINANCIAL CONDUCT AUTHORITY expects any intermediary to disclose to their customer that a commission may be payable by the owner or creditor to the intermediary and if the customer requests then the amount of said commission must be disclosed to them. The Financial Conduct Authority has made it clear that the term 'commission' means and financial consideration.

If you would like us to disclose any potential commission we earn:

In line with introduced legislation, if you would like Osprey Leasing Ltd to disclose and potential commission then please make your request to our office on our 'Contact Us' page or by E-mail to enquiries@ospreyleasing.co.uk or by telephone on 01368 860090.

About OSPREY LEASING LTD's Services:

A. Who's products do we offer ?.

Osprey Leasing Ltd offer the products from a range of Leasing Companies, Main UK Car Dealerships and Leasing Providers. We are a commission based business which means that we receive payments for business introductions, we will receive a varying financial remuneration per introduced agreement. We are NOT the 'Leasing Company' with whom your contract will be, we are purely the introducing brokerage as specified on our home page.

B. Which service will we provide for you ?.

Osprey Leasing Ltd will provide you with either 'Business' or 'Personal' Contract Hire quotations to your own specific requirements, information on which and parameters (Vehicle, Term, Mileage and Payment Pattern) you will have provided us with. We actively encourage our customers to obtain other quotations on alternative funding methods that we do not offer so that our customers make the decision that is correct for them and that they are satisfied is in their own best interests.

C. Who regulates us ?.

Osprey Leasing Ltd, 18 Moray Avenue, Dunbar, EH42 1QG is authorised and regulated by the FINANCIAL CONDUCT AUHORITY (FCA).

D. Do we have a 'Complaints Procedure' ?

Osprey Leasing Ltd does have a complaints procedure, please see section '1.' above for full details.

 


3. INITIAL DISCLOSURE DOCUMENT

The Financial Conduct Authority is the independent regulator of financial services. The FCA require us to provide you with a document called an 'Initial Disclosure Document', this document provides information about us, the products we offer, the services we provide, what we charge for our services, who regulates us and what to do in the event that you have a complaint.

A. What services do we provide ?.

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. You will not receive advice or a recommendation from us, but we may ask questions to narrow down the selection of firms offered, from which you can more easily make your own choice if you so wish.

B. Whose products do we use ?.

As a Financial Conduct Authority regulated 'CREDIT BROKER' we can introduce you to a range of lenders who may be able to help you finance your vehicle and provide other products/services.

C. Do we charge for our services ?.

NO, we as a business DO NOT charge any fee's for our broker related services. We are a commission based business which means we may receive from finance providers should you decide to enter into an agreement with us. The commission may be variable or pre-set dependent on the product and chosen supplier who your contract is with. We must stress that we do not charge any additional Fee's which can be described by other suppliers as 'Documentation', 'Administration', 'Processing' etc.

D. Do we collect any monies directly from customers ?.

NO, Osprey Leasing Ltd will NEVER collect any monies from our customers, rentals relating to your contract will only ever be collected by 'Leasing Companies' who your contract will be with. If you ever receive a request from our company then we advise you to report this immediately to us for further investigation where we will in turn report this to the necessary company or authorities immediately if we deem this to be a requirement to protect our customers interests.

E. Who regulates us ?.

OSPREY LEASING LTD is authorised and regulated by the Financial Conduct Authority. Our companies reference number is 728893. You can verify this on the Financial Conduct Authority's Register by visiting the FCA's website http://fca.org.uk/register or by contacting them on 0300 500 8082.

 

 

4. TREATING CUSTOMERS FAIRLY.

At Osprey Leasing Ltd we are committed to giving you excellent customer service and treating you fairly. We are fully comitted to providing the highest standards of client service and advice and we never forget that you have the choice of supplier and are greatful that you have chosen us.

Treating Customers Fairly (TCF) is one of the key principles set by the Financial Conduct Authority to ensure fair treatment of customers, by improving standards across the financial industry.

As a part of this, Osprey Leasing Ltd follows the relevant aspects of the Financial Conduct Authority'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 Fairly:

  1. Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  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.
  3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  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.
  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 instruction.

We keep our clients fully informedin 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 customers individual needs and circumstances.

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.


If you have any additional questions please contact us at enquiries@ospreyleasing.co.uk and we will be only too happy to assist.