Codes of conduct
Authorised and regulated by the Financial Conduct Authority
Cleevely Electric Vehicles Limited is authorised and regulated by the Financial Conduct Authority, we are required to follow the guidance they set out in their handbook.
This handbook defines the business standards we must follow, as well as how we manage any complaints we receive.
The handbook is available to download from the Financial Conduct Authority handbook website.
Cleevely Electric Vehicles Limited is a credit broker not a lender.
You can confirm our details on the Financial Services Register – our registration number is 911693.
Membership of Information Commissioners Office (ICO)
The ICO is the UK’s independent body set up to uphold information rights. Our ICO Registration Number is ZA521206 Find out more about the ICO here
Cleevely Electric Vehicles Limited are a commission-based company, which means we receive payments for business introductions.
The Financial Conduct Authority expects any intermediary to disclose to their customers that a commission may be payable to the intermediary by a supplier or creditor that we may introduce you to; and also, to disclose the amount of this potential commission when requested.
The Financial Conduct Authority have made it clear that “commission” means any financial consideration.
In line with this legislation, you can ask us to disclose any potential commission by writing to us at:
or by phoning 01242 308006 and asking about a Commission Disclosure.
Initial disclosure document
The Financial Conduct Authority (FCA) is the independent regulator of financial services. The FCA require us to provide you with an Initial Disclosure Document to help you decide if our services are right for you. This document provides information about who Cleevely Electric Vehicles Limited is, 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.
About Cleevely Electric Vehicles
Cleevely Electric Vehicles Limited is authorised and regulated by the Financial Conduct Authority (FCA).
Cleevely Electric Vehicles Limited is a credit broker and not a lender.
What services do we provide?
We are permitted by the FCA to carry out credit broking. 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?
No, we do not charge fees for our broker related services. We are a commission 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. The Commission may variable or pre-set dependent on the product and the volume that we place with the chosen supplier.
Cleevely Electric Vehicles Limited are a credit broker not a lender, we are authorised and regulated by the Financial Conduct Authority. Firm Reference Number: 911693.
You can verify this on the Financial Conduct Authority’s Register by visiting the Financial Conduct Authority’s website: www.fca.org.uk/register/ or by contacting them on 0300 500 8082.
If you have a complaint
Please see our complaints handling procedure below
Complaints handling procedure
It is the aim of Cleevely Electric Vehicles 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
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 us by one of the following:
Phone: 01242 308006
Or write to us at:
Cleevely Electric Vehicles
Unit 41a Lansdown Industrial Estate
To help us resolve your problem you should provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
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.
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service.
If you have any questions in relation to our Complaints Handling Procedure, please contact us directly and we will be happy to assist you.
We are Cleevely Electric Vehicles Limited and our registered address is 17 Andover Street, Cheltenham, GL50 2EJ.
Our trading address is Unit 41a Lansdown Industrial Estate, Cheltenham GL51 8PS.
We are authorised and regulated by the Financial Conduct Authority. Registered No: 911693
You can check this on the Financial Services Register by visiting the FCA’s website at www.fca.org.uk or by contacting the contact centre on 0800 111 6768.
We are a credit broker of vehicle finance, we are not a funder or lender.
As required by the Financial Conduct Authority (FCA), we are providing to you important information relating to our status, the processing fee we charge and our cancellation charges.
Terms & Conditions
The following apply to all Customers:
Cleevely Electric Vehicles Limited is an independent credit broker and is authorised by the Financial Conduct Authority. We are acting as a credit broker for the purposes of arranging your selected finance contract. We have a commercial relationship with a carefully selected panel of lenders and we may receive a commission from the selected lender. We do not charge you a fee for our credit broking services.
1. The Company: Cleevely Electric Vehicles Limited, Unit 41a Lansdown Industrial Estate, Cheltenham, GL51 8PS
2. The Customer: The limited company, partnership or individual appearing in the “Supply to” box on the Vehicle order form.
3. The Vehicle: The Vehicle described on the Vehicle order form.
4. Vehicle Order: This document being the contract between the parties.
2. THE PARTIES:
2.1. Save as varied or amended in writing and signed by both parties to this Vehicle Order these terms and conditions compromise the entirety of the terms and conditions of the contract between the parties.
2.2. The Company does not act in any other capacity other than as agent for the Customer to seek, negotiate and arrange for the supply and/or finance of a Vehicle on the Customer’s behalf.
2.3. Save as expressly provided in these conditions and/or in respect of death or personal injury caused by the Company’s negligence, the Company shall not be liable to the Customer and all warranties conditions or other terms implied by statute or common law as to the quality of goods or their fitness for purpose are hereby excluded to the fullest extent permitted by law. Where the goods are sold under a Consumer Sale the statutory rights of the Customer are not effected by these conditions.
3. THE VEHICLE
3.1. The Customer’s acceptance of delivery of the Vehicle shall be conclusive proof that the Customer has inspected and approved the Vehicle and found it to be complete and in good order and condition and in every way satisfactory to the Customer.
3.2. The Company’s employees or agents are not allowed to make any representations concerning the Vehicle unless confirmed expressly by the Company in writing. In entering into the Vehicle Order the Customer acknowledges that they do not rely on and waives any claim, for breach of any such express or implied representations or warranties which are not so confirmed. All warranties conditions or other terms implied by statute or common law as to the quality of goods or their fitness for purpose are hereby excluded to the full extent permitted by law.
3.3. Whilst the Company will use its best endeavours to deliver the Vehicle by the agreed date, time is not of the essence. Any estimated date quoted for delivery of the Vehicle is approximate only and the Company shall not be liable for any loss directly or indirectly suffered by the Customer arising from any delay in delivery of the Vehicle howsoever caused.
3.4. The prices shown on the Company website are strictly for information purposes only and do not and can not constitute any offer by the Company which is capable of acceptance by the Customer.
3.5. The Company reserves the right to change the price, either before or after a Vehicle offer is made. The Company will inform the Customer of any changes and the Customer has the right to cancel their order if the changes are not acceptable.
3.6. Prices on the Company website include delivery to the Customer’s chosen UK destination, road fund licence for the term, Vehicle registration charge and number plate. Please note that the monthly rental/lease price includes the cost of driving the Vehicle to the Customer’s specified address, provided the Customer’s address is situated on the UK mainland. Certain delivery locations may incur an additional delivery charge.
4.1. This contract stands alone and is not and should not be taken as being collateral with any other contract made either between the Company and the Customer and any other party.
4.2. The Contract (Rights of Third Parties) Act 1999 is hereby excluded.
4.3. In the event of any dispute the contract shall be the subject of English law.
4.4. Any cancellation instruction issued by the Customer must be received by the Company in writing.
4.5. Writing includes telex, e-mail, cable, online authorisation, facsimile transmission and comparable means of written communication.
4.6. The definitions section forms part of this agreement.
4.7. In the event of a dispute in relation to the identity or description of the Customer the individual signing on behalf of the Customer agrees to be personally liable in respect of the Customer’s obligations.
4.8. No Customer order becomes binding upon the Company until countersigned by an authorised signatory of the Company.
5. PERSONAL LEASING CUSTOMERS ONLY
5.1. The prices quoted on the Company website include VAT. If the rate of VAT changes between taking the offer and supply of the Vehicle, the Company will adjust payments accordingly.
6. BUSINESS LEASING CUSTOMERS ONLY
6.1. The prices quoted on the Company website exclude VAT. If the rate of VAT changes between taking the offer and supply of the Vehicle, the Company will adjust payments accordingly.
The prices quoted on the Company website include VAT if personal leasing and exclude VAT if business leasing. If the rate of VAT changes between taking the offer and supply of the Vehicle, the Company will adjust payments accordingly. Prices on the Company website include delivery to the Customer’s chosen UK destination, Road Fund Licence for the term, Vehicle Registration Charge and number plate. A non-refundable vehicle sourcing fee will be applicable, written details available on request, all prices quoted are subject to status, manufacturers price increases and interest rate fluctuations.
Please note that the monthly rental/lease price includes the cost of driving the vehicle to your specified address, provided your address is situated on the UK mainland. Certain delivery locations may incur an additional delivery charge.
The Company reserves the right to change the price, either before or after a Vehicle offer is made. The Company will inform the Customer of any changes and the Customer has the right to cancel their order if the changes are not acceptable.
Any cancellation instruction issued by the Customer must be received by the Company in writing.
The prices shown on the Company website are strictly for information purposes only and do not and can not constitute any offer by the Company which is capable of acceptance by the Customer.
The Customer’s offer of a Vehicle from the Company website is an offer made by the Customer. All offers are subject to acceptance by the Company, price changes, availability and the payment of a deposit in accordance with the Customer’s accepted offer. If the Vehicle the Customer has ordered is not available, the Company will contact the Customer to offer an alternative. If the Vehicle the Customer has ordered is available and the Company accepts the Customer’s offer, the Company will contact the Customer to request payment of a deposit for the Customer’s Vehicle order.
The Vehicle specifications found on the Company website have been supplied by the Vehicle Manufacturers to CAP and have then been formatted by the Company for their use. While the Company has made every effort to ensure the date is accurate, the information on the Company website should only be used as a guide and under no circumstances should a purchasing decision be made without verification of the data from the Manufacturer. All images on the Company website are for illustration purposes only.
Once the Company has received receipt of the correct financial documentation and any balance of monies, the Company will arrange delivery of the chosen Vehicle to the Customer. Local registration of Vehicles is not possible and all delivery dates stated are subject to change by the Manufacturer.
Cleevely Electric Vehicles is a licensed independent credit broker and as a result of your application you may be credit searched by more than one potential lender. We can introduce you to one of our carefully selected panel of lenders and will not refer you outside of this panel. We will only charge you a non-refundable vehicle sourcing fee for our services, however, we may receive payments from the lender if you decide to enter into an agreement with them.
Nothing in the conditions stated above will affect your statutory rights.
The Company is committed to Customer Service and will try to resolve all Customer complaints in a fair, professional and timely manner. Please submit details of any complaints in writing to the Company’s address:
Cleevely Electric Vehicles
Unit 41a Lansdown Industrial Estate
Treating Customers Fairly (TCF)
At Cleevely Electric Vehicles we are fully committed to providing our customers with the highest standards of customer service. We are transparent in how we run our business and always put our customers first.
We embrace and take seriously the requirements of the Financial Conduct Authority (FCA), in particular, the requirement to treat customers fairly.
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.
The FCA has outlined six key outcomes which are central to our treating customers fairly initiative:
- Outcome 1: Consumers can be confident 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.
Bringing the initiative to life in our day to day operations
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.
If you have a complaint
Please visit our complaints procedure page