Treating Customers Fairly

We aim to act honestly, fairly and professionally, give customers information they can understand, avoid foreseeable harm and support customers before, during and after a transaction.

• Products and finance options are presented for the customers they are designed for.
• Prices, VAT treatment, deposits, final payments, APRs and key conditions are shown clearly where relevant.
• We do not pressure customers into a finance product and customers are free to choose outright purchase where available.
• We consider vulnerability and communication needs and will make reasonable adjustments where appropriate.
• Complaints are investigated fairly and customers are told about escalation rights where applicable.

• Products and services that meet the needs of their intended customers.
• Price and value that customers can assess and understand.
• Communications that support informed decisions.
• Customer support that does not create unreasonable barriers before or after sale.

If you believe we have not treated you fairly, please contact us on 02921 880452 or info@gorillavans.net. You can also use our Complaints Procedure.