Responsible selling practices  

Fiat Group Automobiles and Chrysler Group strive to facilitate the purchase and lease of new and used vehicles within the authorized dealer network. This is accomplished through FGA Capital (the joint venture between Fiat Group Automobiles and Crédit Agricole), which offers customers in 12 European countries a range of financial products and insurance services (Credit Protection Insurance, Car Insurance, Extended Warranties, etc.). FGA Capital has long been committed to providing responsible service in full compliance with applicable regulations, and with a strong focus on transparency and credit sustainability. To that end, in addition to targeted employee training, specific guidelines were produced and circulated in 2011 for FGA Capital’s sales force and credit managers in Europe.

The aim of the guidelines is to raise staff awareness of the importance of using clear and accessible language when offering financing products. The focus on transparency in terms of credit availability and preventing over-indebtedness covers the entire life cycle of the financing products offered: from creation of the offer, to credit approval, to credit restructuring if the customer encounters financial difficulties and is unable to meet the commitments made. As part of the continual improvement process and to assess the effectiveness of actions taken, a special section of the customer satisfaction survey was included to measure the clarity and completeness of the information provided by sales personnel about credit services.