Treating customers fairly
At BW Vehicle Consultants we are committed to giving you excellent customer service and treating you fairly. We are fully committed to providing the highest standards of client service and advice and we never forget that you have a choice of supplier and are grateful that you've 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, BW Vehicle Consultants 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
Outcome 1: Consumers can be confident that 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 them to expect, and the associated service is of an acceptable standard and as they have been 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.
Financial Conduct Authority
The Financial Conduct Authority expects any intermediary to disclose to the customer that a commission may be payable by the owner or creditor to the intermediary, and, if the customer asks, the amount of that commission. The Financial Conduct Authority has made it clear that "commission" means any financial consideration.
If you would like us to disclose any potential commission we earn:
In-line with new legislation, if you would like BW Vehicle Consultants Ltd to disclose any potential commission please make your request by email to or by telephone: 01284 544705
About BW Vehicle Consultants
1. Who's Products Do We Offer?
BW Vehicle Consultants Ltd offer products and services from a range of Leasing Companies, UK Vehicle Dealerships and Product Providers with whom we have commercial agreements in place. We are a Commission Based Organisation which means that we receive payments for business introductions. We will receive financial remuneration which may be variable or pre-set dependent on the product and the volume that we place with that organisation. The amounts that we receive may vary.
2. Which service will we provide for you?
(Question) We will advise and make recommendations for you after we have assessed your needs –
(Question) You will not receive advice or a recommendation from us. We have provided you with product information enabling you to make your choice about how to proceed –
3. Who Regulates Us?
BW Vehicle Consultants 20 Orchard Way, Horringer, Bury St Edmunds, Suffolk, IP295SF is authorised and regulated by the Financial Conduct Authority.
4. What to do if you have a complaint
If you wish to make a complaint please contact BW Vehicle Consultants Ltd in writing at our registered office address; 20 Orchard Way, Horringer, Bury St Edmunds, Suffolk, IP29 5SF and we will be happy to respond. Alternatively; you can contact us by e-mail on;
or call us on; 01284 544705.
If you cannot settle things to your satisfaction with us directly you may be entitled to refer your complaint on to the Financial Services Ombudsman Service.
Complaints Handling Procedure
It is the aim of BW Vehicle Consultants Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint:
To register a complaint contact us by either:
calling us on 01284 544705 or write to us at 203 Bury Road, Stradishall, Newmarket, Suffolk, CB8 8YN
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
What we will do
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.
Our Final Response
Although regulations allow us 8 weeks to resolve customer complaints, we're committed to resolving them as soon as possible. We'll keep you informed of
our progress throughout. Once we've thoroughly looked into your complaint, we'll send you our Final Response. This will tell you what we found out our
decision and if applicable, what we plan to do.
If you have a regulated contract with us and are not satisfied with our final response, you may be are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
If you are unhappy with our decision and wish to take it further, you may ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving disputes.
You may refer your complaint to the FOS at any time, but they will need our agreement to investigate complaints where:
we haven't had the opportunity to put things right
we have not exceeded the 56‐day timescale and have not yet issued our Final Response letter.
If you decide to refer your complaint to the FOS after we have issued our Final Response, you should do so within 6 months of the date on our Final response
Telephone: 0800 023 4567
Financial Ombudsman Service
London, E14 9SR
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the of our website.
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 informed in 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 customer's 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.
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
Initial disclosure document
The Financial Conduct Authority is the independent regulator of financial services. The Financial Conduct Authority 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 will provide, what we charge for our services, who regulates us, what to do if you have a complaint and details about the Financial Services Compensation Scheme.
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.
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.
Do we charge for our services?
Yes, we charge a fee of £149.00 processing fee for covering the administration for setting up the contract. We are a commission and fee based organisation which means that we may receive a payment(s) or other benefits from finance providers should you decide to enter into an agreement with us. These fees may be variable or pre-set dependent on the product and the volume that we place with the chosen supplier.
Who regulates us?
BW Vehicle Consultants Ltd is authorised and regulated by the Financial Conduct Authority. Our firms reference number is 794537. You can verify this on the Financial Conduct Authority's Register by visiting the Financial Conduct Authority's website: or by contacting them on 0300 500 8082.
Other services we offer are not regulated by the Financial Conduct Authority however the Financial Ombudsman Services has now been extended to handle some complaints under the Consumer Credit Act.
BW Vehicle Consultants use a number of industry leading funding suppliers to provide their pricing. The prices advertised are an amalgamation of the best prices, at a point in time, from those funding suppliers, for the vehicles specified on the terms shown. Each funder has specific financial and operational criteria requirements for every type of service and price offered, these requirements will be different from all other funding suppliers and their requirements. These requirements may also be different from an individual funder on a price by price basis and therefore a customer may not be qualified for every quote from an individual funder. If you do not meet the requirements for any of the prices offered then we may have to offer you an alternative price for which you would meet the requirements. These prices could be from any one of the suppliers we use and is not limited to the supplier of the original price. Any new price offered in the occurance of this situation may vary from the original one advertised.
Prices quoted for business leasing exclude VAT.
Prices quoted for personal leasing include VAT.
The VAT is set to the prevailing national rate at the time, should this rate change during the length of your contract the payments will be adjusted accordingly.
Unless stated to the contrary the prices include:
Full UK mainland driven delivery. BW Vehicle Consultants reserve the right to pass on costs imposed on us by the franchised dealer to certain locations in the UK. Delivery on a trailer may be available at
BW Vehicle Consultants reserve the right to withdraw a quotation before or after a vehicle is ordered by you. This may be because of, but shall not be limited to, changes in money costs, manufacturers prices or residual values. All prices and quotations are of a time sensitive nature, therefore if a customer fails to accept or take up the quote within this time period BW Vehicle Consultants may have to re-quote a customer. All new quotations may vary from the original price due to this change and BW Vehicle consultants will not be held responsible for any loss or other damage caused by this change of quotation for this reason.
Prices on the BW Vehicle Consultants website is for information purposes only and does not constitute an offer by BW Vehicle Consultants which is capable of acceptance by you.
We as a company are reliant on you the customer to divulge any and all relevant information and circumstances that will affect the performance or suitability of any given quotation. Therefore we will not be held liable for any extra options required due to any circumstance or requirement you fail to adequately describe to us.
BW Vehicle Consultants will provide a quotation for you based on your needs and will not be held liable for any extras, options or otherwise you fail to adequately describe to us.
By signing and returning the quotation you are accepting these terms and conditions and agreeing to order your vehicle in accordance with these terms and conditions.
An order however does not create a contract between you and BW Vehicle Consultants Ltd. For there to be a contract, BW Vehicle Consultants must locate you a vehicle with your desired specification at a price acceptable to both you and BW Vehicle Consultants. You must also enter into a financial agreement with a finance company, there is no contract to hire a vehicle until the finance agreement is signed by you and the financial agreement has become operational.
Following an acceptance by you of a quotation by us, you will be prompted to complete a financial application form.
BW Vehicle Consultants accepts no responsibility for any errors or omissions regarding vehicle model or specification, including any optional extras, if you have accepted the order and these terms and conditions. It is your responsibility to check the vehicle you are ordering is to your requirements.
Once all finance has been approved, an arrangement fee will be required to process your order prior to the vehicle order being placed with the franchised dealer. This arrangement fee will be stated on your quotation from us.
By providing your business and/or personal information to us, you authorise us to disclose this information and any other information we hold about you to one or more lenders for the purpose of considering your finance application. You are also accepting the terms and conditions of the funder.
We rely on you to provide accurate information and relevant documentation. If you are applying on behalf of a Limited Company, you are confirming you have the authority for a credit search to be carried out in the name of the Company and its Directors.
The finance company will use the information provided to carry out searches with Credit Reference Agencies. A record of this search will be kept and may be used by other lenders in assessing future applications from you or your business. The finance company will make checks with various fraud prevention agencies to detect and prevent fraud.
You will provide any information required by the lender as a condition of their consideration of our finance application. Refusal to do so will result in your finance application being declined.
BW Vehicle Consultants may at it’s absolute discretion require a deposit from you the customer prior to ordering, the vehicle ordered by you the customer, from the supplying Dealer. The amount of deposit required will vary depending on the specification and delivery lead time of the vehicle.
Delivery & Documentation
All documentation required by the finance company must be completed by you and returned to us prior to the delivery of your vehicle being arranged. If documentation is incorrectly completed and/or all supporting documents required by the finance company have not been viewed by ourselves delivery will also not be arranged.
Any outstanding monies owed to BW Vehicle consultants must be paid and cleared by you before delivery will be arranged. Delivery timescales are an indication only. Whilst we endeavour to meet any timescale quoted, We will not be liable for any compensation arising out of a delay to your vehicles due to factors out of our control.
The statutory cooling off period observed by finance companies applies to all vehicles and as such, vehicles will not be delivered until the cooling off period has expired. We may require proof of insurance subject to finance company rules. You must be a named driver or main policy holder on the insurance certificate.
If you wish to cancel your vehicle order prior to delivery you must do so in writing. Such cancellation may result in loss of any monies paid to BW Vehicle Consultants subject to our discretion unless you exercise your rights afforded to you under the Consumer Credit Act 1974, the Consumer Contracts (information, cancellation and additional) regulations 2013 or the Financial Services (Distance Selling) Regulations 2004.
If a customer were to cancel the agreement or does not take delivery of the vehicle or does not take up the finance arranged by ourselves outside of the parameters of their statutory rights to cancel, then we reserve the right to pass on any costs (such as labour etc) or any losses (including any loss of profit) or any damages (such as fines) on to the customer for up to 5% of the cost of the vehicle ordered. This is to be agreed by entering into the contract to order the vehicle which we will send to the customer once an agreement has been reached.
BW Vehicle Consultants use a panel of carefully selected finance providers from which BW Vehicle Consultants may receive a commission. Telephone calls may be recorded for training and monitoring purposes. For our privacy statement and other information on issues such as linking to our website and copyright can be found in our Privacy link on our website.
To proceed with brokering a vehicle contract hire / consumer credit finance request, we are obliged to bring the following information to your attention:
We are BW Vehicle Consultants Ltd and our registered office is 203 Bury Road, Stradishall, Newmarket, Suffolk, CB88YN
We are a broker of vehicle finance for regulated contract hire and consumer credit finance a credit broker. We are not a lender.
We are regulated by the Financial Conduct Authority. Registered No : 794537
We charge a fee of £149+VAT for our Brokering Services, payable prior to delivery. This is payable by cheque, cash or bank transfer.
We may charge a fee for cancellation of a Business Agreement for Brokering Services with BW Vehicle Consultants as set out in our Terms of Business up to the value of 5% of the vehicle purchase price for services rendered.
This will be requested within 14 days of a cancellation notice being received by us and will be payable by Bank Transfer to BW Vehicle Consultants within 14 days of the charge request being received by the client.
(This does not affect your right to cancel your finance agreement within any cooling off period, in accordance with the Distance Marketing Directive.)
For us to proceed further in supplying our Brokering Services, please can you reply to this 'Information Notice' confirming that the details contained in it are yours, accurate and that you are content to proceed. Any undue delays in receiving confirmation may impact on the finance rental rates quoted.
On signing of the vehicle contract with the given leasing company or supplier, BW Vehicle Consultants involvement ceases at this point. BW Vehicle Consultants will have no further involvement within the contracted period and holds no responsibility for the vehicle or maintenance of said vehicle.
We understand that providing information online involves a great deal of trust on your part. We take this trust very seriously, and make it a high priority to ensure the security and confidentiality of the personal information you provide to us when you visit our Website or use our services.
What information we collect from you
How we use your information
With whom we share your information
How Long We Keep Your Information for
Your rights and choices with respect to the collection and use of your information
How we protect your information
How you can contact us
What information we collect from you
We receive and store any information you enter on our Website or give us in any other way. This includes information that can be used to identify you as an individual or to contact you directly ("personal information").
Personal information includes information you provide us such as your first and last name, telephone number, postal and email addresses, user name and password, and billing information (such as your credit card number, cardholder name, and card expiration date).
Other information we may choose to collect may also include details such as your IP address, information identifying your device, and website browsing history to the extent that information is about you.
Information from Other Sources.
Automatic Collection of Information.
We automatically collect some information from your computer or Device when you visit BW vehicle consultants. For example, we will collect session data, including your IP address, Web browser software, and referring website. We also may collect information about your online activity, such as content viewed, pages visited, and searches and/or reservations facilitated or made. One of our goals in collecting this automatic information is to help us understand the interests and preferences of our users and customise your user experience.
Location Information and Other Information from Devices.
When you use an Application on a Device, we will collect and use information about you in generally similar ways and for similar purposes as when you use the our website. In addition, we may collect information about your location if you have instructed your Device to send such information to the Application via the privacy settings on that Device, or if you have uploaded photos tagged with location information. We may use the location information collected from your Device or photos to enhance your use of the Application by providing you with relevant content and contextual advertising.If you have any queries about the privacy settings of your Device, we suggest you contact the manufacturer of your Device or your mobile service provider for help.
Cookies and Other Web Technologies.
We collect information via cookies and other similar technologies (such as web beacons). Cookies are small text files that are automatically placed on your computer or mobile device when you visit almost any website. They are stored by your Internet browser. Cookies contain basic information about your Internet use. Your browser sends these cookies back to the site every time you revisit it, so it can recognize your computer or mobile device and personalize and improve your site experience.
You can find out more detailed information about what cookies and similar technologies (such as web beacons) we use in our Cookies Policy
You can also find out more about cookies generally, including how to see what cookies have been set on your device and how to manage and delete them at websites such as www.allaboutcookies.org and www.youronlinechoices.eu
Display of Advertising
Data collected to serve you with relevant advertising
BW Vehicle Consultants ltd is committed to providing you with relevant content and information across our sites.
Response to Do Not Track signals
How we use your information
BW Vehicle Consultants Ltd uses the information we collect about you for the following general purposes:
to communicate with you in general, including to provide information about BW Vehicle Consultants Ltd;
to enable us to publish your reviews, forum posts, and other content;
to facilitate your booking and reservations;
to respond to your questions and comments;
to measure interest in and improve our products, services, and Website;
to notify you about special offers and products or services available from us or our partners that may be of interest to you in accordance with your marketing preferences;
to otherwise customise your experience with BW Vehicle Consultants ltd including customising the ads shown to you;
to solicit information from you, including through surveys;
to resolve disputes or troubleshoot problems;
to prevent potentially prohibited or illegal activities;
to enforce our Terms & Conditions;
as otherwise described to you at the point of collection.
How Long We Keep Your Information for
We may retain certain information associated with your account in our archives, including for analytical purposes as well as for recordkeeping integrity. The periods for which we retain your information depend on the purpose for which we collected it and we use it.
We will not retain your personal information for longer than is necessary for our business purposes or for legal requirements. We may retain some information for a period of time after you have closed your account with us, for instance if this is necessary to meet our legal obligations or to exercise, defend or establish legal rights.
Your rights and choices with respect to the collection and use of your information
You can choose not to provide us with your personal information, although it may be needed to take advantage of certain features offered at BW Vehicle Consultants.
You have the right to ask us what personal information we hold about you by contacting us at the address below (see "Contact Us"),
We endeavor to ensure that your personal information is relevant to its intended use, accurate, and complete. You can also review, add or update the information you have provided to us by visiting your subscriptions page on our Website.
How we protect your information
We want you to feel confident about using BW Vehicle Consultants we are committed to protecting the information we collect. While no website can guarantee security, we have implemented and maintain appropriate physical, administrative, technical, and organisational measures to protect the personal information you provide us against unauthorised or unlawful access, use of disclosure, and against accidental loss, damage, alteration or destruction. For example, only authorized employees are permitted to access personal information, and they only may do so for permitted business functions. In addition, we use encryption when transmitting your personal information between your system and ours, and between our system and those of the parties with whom we share sensitive information, and we employ firewalls and intrusion detection systems to help prevent unauthorised persons from gaining access to your information.
BW Vehicle Consultants Ltd is a general audience site and does not offer services directed to children. Should an individual whom we know to be a child under age 13 send personal information to us, we will delete or destroy such information as soon as reasonably possible.
How you can contact us;
Bury St Edmunds
What are cookies?
Cookies are small text files that are automatically placed on your computer or mobile device when you visit almost any Web site. They are stored by your Internet browser. Cookies contain basic information about your Internet use, but they do not normally identify you personally. Your browser sends these cookies back to the site every time you revisit it, so it can recognise your computer or mobile device and personalize and improve your site experience.
We work with third party advertisers to give you access to interesting and exciting travel content through our Web site. So, as well as setting some cookies ourselves - "first party cookies", we also allow some advertisers who display advertisements on our site to set cookies, known as "third party cookies". These cookies record information about your use of advertisements. This helps advertisers to show you advertisements that are more likely to interest you, limit the number of times you may see an advertisement and also to help to improve your online experience.
What types of cookies do we use?
The cookies we use fall into 3 categories. These categories are described below. You can find further information about the cookies in each category by accessing the Cookie Consent Tool.
These cookies are necessary to help you access and move around our site and use all its features. Without these cookies, our website would not work properly and you would not be able to use certain important features. For example, we use a cookie to keep you logged in during your visit, so the site does not require you to log in repeatedly to access different pages. We also use essential cookies for fraud detection and prevention purposes.
You will see that you cannot turn off essential cookies through the Cookie Consent Tool. The reason for this is that such cookies are necessary for you to access and use the content and features of the Web site.
Analytics and customisation cookies
Advertising cookies help ensure that the advertisements you see on our Web site are as relevant to you as possible. For example, some advertising cookies help select advertisements that are based on your interests. Others help prevent the same advertisement from continuously reappearing for you.
Cookie Consent Tool - managing your cookie settings
You have the right to choose whether or not to accept cookies and we explain how you can exercise this right below. We provide you with a Cookie Consent Tool, which allows you to review the first and third party cookies placed through our site and adjust your cookie settings, including whether to accept such cookies or not. You can access the Cookie Consent Tool at any time through the “Cookie consent” link at the bottom of every page.
In addition, you can manage cookies through the settings of your Internet browser. You can have the browser notify you when you receive a new cookie, delete individual cookies or delete all cookies.
Please note that, if you choose to delete TripAdvisor cookies, your access to some functionality and areas of our Web site may be degraded or restricted.
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by email or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.
I will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that I am not able to resolve your complaint by the end of the next business day, I will keep you informed of the progress of our investigations and provide my final response in writing providing my findings and the action to then take.
To register a complaint contact me by either:
or write to us at ....
If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of my final response. When I send you our final response, I will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.