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TREATING CUSTOMERS FAIRLY

At Refleet Ltd we pride ourselves on being able to consult, educate, and advise our customers on how best to acquire and run their vehicles. We meet client needs through a range of quality products and exceptional customer service.

 

Our aim is best set out in our mission statement:

 

"Our mission is to help our customers find economical and sustainable ways of acquiring their vehicles, working closely with them to reduce their costs, downtime and carbon emissions."

 

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 broker firm works

  • Empower our staff to ensure any concerns raised by a customer are immediately addressed

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We may monitor our ability to achieve these standards through:

 

  • Benchmarking performance against quality standards

  • Internal audits and quarterly reviews of management information

  • Customer satisfaction surveys

 

If you'd like more information on our Treating Customers Fairly procedures, please get in touich. 

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