About our financial services
1. Who we are and our status
White Horse Caravans Ltd are authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit related activities. The following table provides details of the individual companies.
The FCA is the independent watchdog that regulates financial services in the UK. Further details of all the group’s regulated companies and their permitted activities can be found on the Financial Service Register at https://register.fca.org.uk/s/.
Company name – White Horse Caravan Company Ltd
Company number – 01538949
FCA number – 667291
2. Our Services
White Horse Caravan Company Ltd can introduce you to a limited number of lenders who may be able to finance your holiday home purchase.
White Horse Caravan Company Ltd offers a non-advised service. This means that we cannot give you advice or provide a recommendation on financial products or services. We will use the information you provide to us to identify your needs and will present products that we consider are relevant to your requirements. You will receive pre-contract credit information providing details of the terms and conditions of any finance product and/or an initial disclosure document in relation to holiday home insurance. You will then need to make your own choice about how to proceed.
3. Commission Disclosure
White Horse Caravan Company Ltd do not charge you a fee for introductions we make to any finance providers. However, we may receive a commission payment from the finance provider if you decide to enter into an agreement with them. This is typically calculated as a percentage of the total amount of finance entered into. You can request for us to disclose the amount of any commission received.
4. Delivering Good Customer Outcomes
White Horse Caravan Company Ltd is committed to treating our customers fairly and ensuring that the products and services we provide are suitable for their needs. We have regard to price and value of the financial products and services we offer and aim to provide good consumer understanding and ongoing support.
This commitment extends to ensuring that all our customer interactions are clear, fair and transparent. If you have any specific communication needs, please let us know and we will always aim to meet these.
5. Vulnerability
The purchase of a holiday home requires a customer to consider large amounts of information and make some significant decisions, including in respect of the funding of their holiday home purchase and its insurance. White Horse Caravan Company Ltd is committed to supporting all its customers through this process.
If you have any health issues, communication difficulties, difficulties in understanding information or there are any recent life events that could affect your ability to fully understand the information you are presented with or what financial and legal commitments you are taking on by purchasing a holiday home, please let our team know so that they can provide appropriate support. Please consider the amount of time you need to review any documents and whether it would be beneficial for you to have someone you know and trust to help you make your decision.
You should make sure you have sufficient time to assess all the information provided to you, including in relation to the available funding options. Please ask questions and request further explanations as needed and only proceed with a holiday home purchase once you are comfortable you have understood everything.
6. Affordability
Purchasing a holiday home is a long-term financial commitment. You should assess that you are able to meet both the monthly repayments on your holiday home throughout the term of the loan and the other costs of ownership (such as pitch fees and utility costs) without suffering financial hardship. If you are aware of any future events that could affect your ability to meet these payments, you should ensure the finance provider is informed immediately. Your credit rating could be adversely affected if you do not make payments when due, which could make it harder or more expensive for you to access finance in the future.
7. Complaints
If you wish to register a complaint in respect of an FCA regulated matter, please contact us:
in writing: FCA Regulated Complaints, WHCC, Seal Bay Resort, Douglas Bunn House, Warners Lane, Selsey, West Sussex. PO20 9EL
by phone: 01243 608411 by email: FCA@Cove.co.uk
We will promptly acknowledge your complaint in writing, investigate your complaint and endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update. If you are not happy with our response and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman. You must do so within six months of the date of the final response letter. You can contact them:
by phone: 0800 023 4567
by post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. by email: complaint.info@financial-ombudsman.org.uk
8. Data Protection
During our holiday home sales process, we will collect personal information from you. We will process this ourselves and will share certain information with third party
organisations to allow them to supply the services you have requested. This will include sharing information with potential lenders to enable them to make a credit decision. As part of this decision-making process, the lenders may share your information with credit reference agencies.
White Horse Caravan Company Ltd group are registered with the Information Commissioners Office as data controllers. Full details of how your personal information will be processed can be found in our Privacy Notice (https://www.cove.co.uk/sealbayresort/privacy-cookie-policy/).or email privacy@covecommunities.com
