Fairness, respect for the rules and transparent relationships
FCA Bank strives to provide its clients with access to responsible credit, inspired by the principles of fairness, responsibility and attentiveness, under appropriate terms, in a way that is transparent and easy to understand, and in full compliance with applicable legislation.
To achieve these goals, FCA Bank provides financial tools on the websites of the markets in which it operates that allow clients to calculate their payments and independently create financing plans ideally suited to their circumstances, while also suggesting the model of vehicle best suited to them.
More recently, through the development of its online deposit-taking and savings management platform based on its Conto Deposito savings product, FCA Bank has provided its Italian clients with access to a simple, intuitive application that they can use to calculate the returns on the various savings plans offered in just a few clicks.
Constant training and monitoring of client satisfaction
The FCA Bank Group has also added a specific module concerning sustainability and responsible lending, inspired by the principles of the European Coalition for Responsible Credit (ECRC), to its training programmes for internal personnel and the sales forces of the dealerships located in its countries of operation.
As part of its training plans, personnel are constantly reminded of the importance of using clear, comprehensible language when offering financing products.
In order to verify and constantly improve the effectiveness of the training provided and identify clients' needs and expectations with the aim of strengthening client relationships, FCA Bank has added a section to its client satisfaction survey dedicated to monitoring the sales processes and behaviour adopted by sales staff, on the subject of the level of transparency and proper behaviour perceived by the client.