EASTERN CAPE MOTOR HOLDINGS PTY LTD FSP 44014 T/A THE EASTERN CAPE MOTOR GROUP

The Eastern Cape Motor Group Are committed To Treating Our Customers Fairly and providing our customers with the highest standards of service.

We recognise that both our customers and Eastern Cape Motor Group have everything to gain if we look after their best interests and ensure that our customers are treated fairly in all aspects of our dealings with them.

Our Commitment to our Customers

We will:

• provide you with clear information about the products and service we offer, including fees and charges
• ascertain your individual needs, preferences and circumstances before recommending a product or solution
• based on the outcome we will identify any area of risk to you before recommending a product
• only recommend a product that we consider suitable for you and that you can afford – and always the most suitable from the available options
• not recommend a product if we can’t find one we consider suitable
• encourage you to ask if there’s something you don’t understand
• give you access to a formal complaints procedure should you become unhappy with our service

To ensure that we are meeting the six Outcomes of Treating Customers Fairly (TCF):

1. Customers can be confident they are dealing with motor dealerships where TCF is central to the corporate culture
2. Products & services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly
3. Customers are provided with clear information and kept appropriately informed before, during and after point of sale
4. Where advice is given, it is suitable and takes account of customer circumstances
5. Products perform as firms have led customers to expect, and service is of an acceptable standard and as they have been led to expect
6. Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint.

How you can help us

• To help us give you the most appropriate advice, we will ask you to:
• tell us as much as possible about your income and outgoings, to enable us to properly assess how much you can afford
• let us know about changes that might affect your ability to repay your insurance product
• let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand
• tell us if you think there are ways we can improve our service

Thank you for choosing the Eastern Cape Motor Group