Treating Customers Fairly

At Glynns Vehicle Contracts we pride ourselves on being able to deliver the best possible support to our customers, in order to obtain the vehicle that meets their requirements, financed in the most suitable way.

Our aim is best set out in our mission statement:

Working together to ensure we meet our customers’ expectations 

Treating customers as we like to be treated ourselves

These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfil this objective we must:

• Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly 
• Monitor calls and activities to ensure that each broker enquiry is treated consistently and that any advice given is in the customers’ best interests 
• Continually assess the services we provide to ensure we can meet changing requirements 
• Provide documentation to clearly and unambiguously explain how our broker’s work 
• 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 written assessments of individual performance 
• Benchmarking performance against quality standards 
• Internal and external audits 
• Customer satisfaction surveys