Treating customers fairly

Treating Customers Fairly (TCF) is a Financial Conduct Authority principle, and it shapes how we run London Short Term Cars day to day, not just how we write about it. Cocoon Vehicles Limited is authorised and regulated by the FCA under reference 711074.

What this means in practice

• We quote in writing before you apply — monthly payment, initial payment, mileage allowance, excess mileage rate and delivery charge, with nothing held back for later.
• We tell you honestly when a vehicle or lead time won't work for you, rather than pushing an alternative that suits us better.
• We assess specialist and non-status cases on their individual circumstances rather than an automated decline.
• We publish our return standards up front, so end-of-contract charges are never a surprise.
• We don't bundle products — like insurance — that cost you more than arranging them yourself.
• Our complaints procedure is published, timed, and backed by the Financial Ombudsman Service if we don't resolve things to your satisfaction.

Vulnerable customers

If a change in your circumstances — financial, health-related or otherwise — affects your ability to manage your agreement, tell us. We'll work with you on a practical way forward rather than applying a standard process regardless of circumstance.