Below sets out the stages of a customer journey for a typical enquiry.

You have found us and submitted an enquiry.
We will allocate you an experienced Account Manager.
An initial fact-finding discussion will determine your vehicle & contract requirements.
Your Account Manager will assess the market, as well as your circumstances & requirements and offer all suitable options that are available. The focus will be on your needs and saving money, locating the best possible value for money on suitable vehicles and specifications.

Your Account Manager will send a detailed quote to you in writing, including any relevant information at that stage, such as delivery lead times, available stock etc. The quotation details our fees for our services.

At this stage, if you choose to go ahead, you will be sent a proposal form, via secure link, for completion, along with details of the finance company we are proposing you too.

Once approved, we will send you our vehicle order for e-signature and we will order your vehicle.

Once the order is confirmed, our Administration department will generate the finance agreements for signature and provide you with regular updates on delivery progress.

For the extensive administration work involved in the arrangement of documentation and delivery of your vehicle, a non-refundable fee of £250.00 +VAT is payable prior to any delivery can be arranged and confirmed.

Once your vehicle has arrived in stock, our Deliveries Team will take your delivery instructions and arrange with our supplying dealer.
At this stage we will invite you to review the service we have given you so far.

Your Account Manager will contact you at least once each year to check on the vehicle and contract. We will ask for mileage updates to ensure you avoid excess mileage charges, which we can do by looking into rescheduling mileage options.
Your Account Manager will be in touch towards the end of your contract to discuss options available and your future requirements. We will work with you to try to minimise any potential end of contract charges, such as damage recharges.

We aim to provide you with a high standard of service at all times and it is extremely important to us that all complaints are dealt with in a timely manner and to the satisfaction of all parties involved.
In the event of any issue, either with the vehicle, or finance contract, please refer to our complaints policy, a copy of which accompanies this guide.
The policy is also available upon request at any time and also available on our website – www.planetleasing.co.uk

We do charge a cancellation fee in certain circumstances if you cancel your order and any refund will be made to the credit/debit card used to pay the fee, or direct to the bank account if paid by BACS or cheque. https://www.planetleasing.co.uk/legal/terms

Planet Leasing Limited
Address: 91-93 Leigh road, Southend-on-Sea, Essex, SS9 1JL
Telephone: 0170 241 0470

Planet Leasing Limited is an appointed representative of ITC Compliance which is authorised and regulated by the Financial
Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general
insurance contracts as an intermediary.

The Financial Conduct Authority (FCA) is the independent regulator of financial services. Use this information to decide if our
services are right for you.
Planet Leasing Limited offer Regulated MBI Warranty, Lease/ Contract Hire GAP, Tyre and Alloy, and act on behalf of a limited
panel of insurance providers (see below).

• Premia Solutions

Important Information - We offer a range of different Gap policies with various prices. Please refer to the attached appendix to
see the full range of gap policies for consideration and their associated prices.

We do not charge fees for arranging insurance, we may however receive an economic benefit or retain a part of any premium
by way of remuneration. Our sales agents may also be remunerated on the sale of individual products. Fees may be applied
by insurers for such things as mid-term adjustments and cancellations. Please check the individual policy information for full
details.

We hold any insurance money (premiums, refunds or claims money) as the agent of the insurer under a risk transfer agreement.

We have taken steps to ensure that if, in the course of advising you, we make a recommendation; such recommendation will
be suitable for your demands and needs at the time the recommendation is made.

In assessing your demands and needs we may seek such information about your personal circumstances and objectives as
might be relevant in order to enable us to identify your requirements. It is important that you provide us with accurate and
relevant information.

We always aim to provide a first class service, however if you have any cause for complaint any enquiry can be raised by either
email, in writing or by telephoning:

ITC Compliance Limited, 3 Monarch Court The Brooms, Emersons Green, Bristol, BS16 7FH
complaints@itccompliance.co.uk
0845 1772266 or 0117 4403700

Should you remain dissatisfied you have the right to ask the Financial Ombudsman Service to review your case. You should
write to the Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone 0800 023 4567 or 0300 123 9123.
Web address www.financial-ombudsman.org.uk

You may be entitled to compensation should we be unable to meet our liabilities as an insurance intermediary under the
Financial Services Compensation Scheme (FSCS). Your entitlement to compensation will depend upon the type of business and
the circumstances of your claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit or
for compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper
limit. Further information about compensation scheme arrangements is available from FSCS.

Details of ITC Compliance Limited's authorisation can be confirmed by contacting the FCA on 0800 111 6768 or by visiting the
FCA's website http://www.fca.org.uk/register

As an organisation we are committed to treating our customers fairly, before, during and after a sale.

Before the sale you can expect:

• To have any significant and unusual exclusions or exceptions to the policy brought to your attention.
• A clear statement of price, including where applicable a breakdown of any interest charges.
• Details of your cancellation rights and our complaints procedure.
• Copies of your policy documentation or information as to when these documents will be dispatched.

After the sale you can expect

• Not to encounter any barriers to cancelling your policy within regulatory agreed timeframes.
• To have any complaint dealt with in a timely and professional manner.

If at any time you feel you have not been treated fairly by any member of our staff please contact us at the address or telephone
number above.

As an organisation we are committed to our customers receiving good consumer outcomes under the FCAʼs Consumer Duty.

The Consumer Duty means you should receive communications you can understand, products and services that meet your needs
and offer fair value and you get the customer support you need, when you need it.

Should you require any additional support during your purchase please visit our links page which provides details of organisations
who can offer additional guidance and support.

If at any time you feel you have not received the information or support you expect from us please contact us at the address or
telephone number above.

The British Vehicle Rental and Leasing Association (BVRLA) is the UK trade body for companies engaged in the leasing, rental and fleet management of cars and commercial vehicles for both corporate and consumer users.

We are a member of the BVRLA and abide by their Leasing Broker Code of Conduct. This Code of Conduct sets out the standards that the BVRLA expects its members to achieve in all aspects of the brokering of leased vehicles and applies to any leasing transaction taking place in the UK. They carry out regular audits on all members to ensure that their standards are being met. Failure to do so will result in action being taken and may result in expulsion from the association.

Dealing with a BVRLA member assures you, the customer that you should expect the highest level of professionalism and integrity.

The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and high-quality vehicles and customer service standards. This code sets out the standards this its members shall comply with regarding:

• Pre-contract procedures
• Support during the contract
• End of contract procedures
• Complaint handling

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and members must participate in the BVRLA Conciliation Service, which provides a channel for members and their customers to help resolve any disputes that they may have.

You can download a copy of the BVRLA Leasing Broker Code of Conduct here.