Treating Customers Fairly
At Custom Vehicle Contracts Limited we pride ourselves on being able to help our customers find the best possible lease option for their circumstances.
Our aim is best set out in our mission statement:
Experienced, Seamless and Customised to you
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 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 differing finance products and agreements 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