D. M. Keith Treating Customers With Care

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 o er additional guidance and support.

HOW DO WE DO THIS?

OUR MISSION STATEMENT

It is the mission statement of D. M. Keith Ltd to be the most respected dealer group by our customers, our staff and the brands we represent.

THE CULTURE WITHIN OUR ORGANISATION

Having customers at the heart of our business is central to the culture and philosophy of D. M. Keith ltd. We recognise in order to fulfil our mission statement and to treat customers fairly, we must:

• Encourage our core family values of fun, fit, fearless and family, demonstrating integrity, being friendly and treating customers as we would a member of our own family.
• Invest in the training and development of staff to ensure they are competent and focused on the importance of treating customers fairly
• Monitor correspondence and activities to ensure that every customer enquiry is treated consistently and that any advice given is in the customers best interests
• Continually assess and improve the services we provide to ensure we can meet changing requirements
• Provide clear and easily understood documentation
• Empower our staff to ensure any concerns raised by a customer are immediately addressed

We constantly monitor our ability to achieve these standards through:

• Regular training and appraisals to assess, reflect on and mentor individual and team performance
• Benchmarking performance against quality standards
• Internal and external audits
• Customer satisfaction surveys

WHY DO WE DO THIS

By ensuring that Treating Customers Fairly is at the heart of all our activities and culture, as a company we will benefit through customer satisfaction, long-lasting customer relationships and a sustainable, customer-centric business – we will fulfil our Mission Statement:

"To be the most respected dealer group by its customers, its staff and the brands it represents"