Regulatory

Consumer Duty Statement

Effective upon FCA authorisation

Current status: Prime Motors Direct is not currently authorised by the Financial Conduct Authority. This statement sets out the standards we will be held to, and intend to operate to, from the date FCA authorisation is granted. Even before that date, we apply the same principles of fairness, clarity and customer care to every sale.

The FCA Consumer Duty sets a higher standard of care that authorised firms must give retail customers. Prime Motors Direct is committed to acting in good faith, avoiding foreseeable harm, and enabling customers to pursue their financial objectives. This statement explains how we will meet the four outcomes once authorised.

1. Products & Services

We will only introduce customers to regulated credit agreements from established UK lenders that we have assessed as appropriate for the retail prestige and performance market we serve. The credit products we broker will be designed for customers acquiring vehicles in our typical price band, and we will not promote them to customers for whom they are clearly unsuitable.

2. Price & Value

We will not charge a broker fee to the customer. Any commission received from lenders will be reviewed to ensure it does not distort the rate or terms offered and that the overall package represents fair value. We will monitor APRs, fees and end-of-term outcomes across our panel and remove products that no longer offer fair value.

3. Consumer Understanding

We communicate in plain English, avoid jargon, and present finance illustrations using representative APR examples. Once authorised we will disclose the nature of our role as a credit broker and the existence of commission before you commit. Our team is trained to confirm understanding rather than assume it, and to give you time to read documentation before signing.

4. Consumer Support

We are reachable by phone, email and in person. We will not erect barriers to switching, complaining or cancelling. Customers in financial difficulty will be referred promptly to their lender's specialist support team, and we will signpost free debt-advice services such as MoneyHelper, StepChange and Citizens Advice.

5. Vulnerable customers

We recognise that any customer can become vulnerable through circumstances such as bereavement, ill-health, or financial pressure. Our staff are trained to identify signs of vulnerability and to adapt our process — including additional time, written follow-ups, and pausing transactions where appropriate — to ensure a good outcome.

6. Governance

Senior management will review customer outcomes at least annually, including complaint themes, lender APR ranges, end-of-term PCP outcomes and any evidence of foreseeable harm. Findings will be acted on and recorded.

7. Contact

Consumer Duty enquiries: enquiries@primemotorsdirect.co.uk · 0161 798 5832