Client Charter

Terms and conditions

This enhanced Charter sets out the principles of our working arrangements with you. The notes below detail the arrangements that support these pledges.

The Charter covers all client facilities that are linked to business invoices. It does not extend to facilities linked to stock, plant & machinery, and property, or for cashflow loans.


Decision Pledge

  • We will give our decision, and our reasons where applicable, following our first face to face meeting with you, and based on the information you have provided to us prior to, or at, that meeting.


Price Pledge

  • We will need to see documentary evidence of the competitive offer, and our normal credit and underwriting terms will apply when deciding to price match that offer.

Transparency Pledge

  • Our formal offer letter/legal contract to you will specify all fees and charges and the relevant operating conditions which will apply to the facility being offered to you.

Fees and Charges Pledge

  • We will not increase any of our fees and charges at any time during the first 6 months of our relationship with you, following the take on of your invoice ledger. After that period we will only change your fees or charges, following formal notice to you before the change takes place.

Service Pledge

  • Should the service of Lloyds TSB Commercial Finance (LTSBCF) not meet your expectations, as detailed in our agreements, you may claim a refund of the Service Fee that you have paid in the first six months of our relationship.

    The following conditions apply to this Pledge:
    During the first 6 months of your Agreement, LTSBCF will take all appropriate steps to rectify any complaints submitted in writing to your Client Manager.

    If our remedial actions do not rectify the situation, LTSBCF will refund in full the service fee already paid by you during the first 6 month period.

    Any refund will be paid at the end of the first 6 months period. LTSBCF will not refund any service fee if you have broken any of the Operating Conditions in your Agreement. 

    For CashFriday clients only, please note Discount and Debtor Protection fees are excluded from this pledge. 

    If the conditions of this pledge are different from those in your Agreement the conditions in this Charter shall apply.


Facility Support Pledge

  • You will have the Direct Dial office phone no of your day to day contact, and the contact no of their Support Team, to ensure you have someone to speak to either immediately or within one hour of your initial enquiry.

Systems Support Pledge

  • Our Helpdesk operates a normal service standard of answering your call within 5 rings – at peak enquiry times [9.00 to 10.00am and 2.00 to 3.00pm weekdays] this is extended to 10 rings

Client Manager Pledge

  • We will replace your Client Manager with a substitute Client Manager in the case of any relationship breakdown related to personalities, at your request. This change will be implemented within 28 days of your request being submitted.
    Should the breakdown be related to operating policies being applied by us, then the issue will initially be addressed via our Client Manager’s line manager.

Termination Pledge

  • You will incur no termination fees if you choose to close your facility with us.

    The following conditions apply to this Pledge:
    The pledge covers all situations where you choose to switch to another factor/ discounter, to your bank, or to your own cash management arrangements.

    Should your business cease to trade or enter into any insolvency then our normal contractual termination arrangements will apply.

    Should we wish to terminate our facilities with you, our normal contractual notice period will apply, except in a situation of contract breach. This is to allow you time to make suitable alternative arrangements.

Operating Pledge

  • Conditions on payment of transmission charges
    We ask that you raise any payment failures with your Client Manager as soon as reasonably possible
    Conditions in respect of systems failure
    We ask that you accept any reasonable alternative instructions that do not significantly impact on your business.

Complaints Pledge

  • We ask that you follow the procedures detailed in our complaints leaflet, raising concerns with your Client Manager as the first step.

 

The provision of credit or leasing services by us is subject to your meeting our Credit approval. Please ensure that you only apply for credit or leasing services that
you can comfortably afford.

 

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