Grosvenor strives to provide the best possible service to all our clients and customers. This is achieved through communication, transparency and understanding the different situations customers may face. Grosvenor’s complaints policy is to record any expression of dissatisfaction from a customer about our service. When something goes wrong, we encourage customers to tell us about it in the form of a letter, email or phone call making the process as simple as possible.
Our Ethics
Ensuring customers are treated fairly is embedded in Grosvenor's culture.
Setting Industry Leading Standards
We truly believe in treating customers fairly and act upon that belief
Customer Satisfaction Surveys
To ensure we capture any customer dissatisfaction, surveys are sent out to each customer (subject to client sign off). Grosvenor’s survey can be tailored for your customers and a log of all responses are kept for reporting purposes.
Monthly mystery shop
We also conduct at least one ‘mystery shop’ per month out in the field. The results of the surveys and mystery shops are analysed in the monthly management meetings so we can continuously improve.
Vulnerable Customers Policy
Our Senior Management team ensure that all staff are provided with the time, resources and support to learn, understand and implement the Vulnerable Customers Policy into their business practices.
R.A.T Program (Real Agent Training)
Core to the program is ensuring all trace agents strive to achieve the fair treatment of customers in line with the FCA guidelines and six consumer outcomes. All of Grosvenor’s agents have been through our industry-leading training program.
Compliance Monitoring Program
With an extensive range of topics including, training, audit, review, analysis and monitoring, the programme fits in very well and has proven to be useful for tracking and implementation.
On-hand support
All Grosvenor staff and trace agents have on-hand information which they must have with them during operational hours. It includes everything we have shown here as well as additional information about other organisations which can assist the customer.
We measure our success in Treating Customers Fairly (TCF).
We do this by measuring our business through TCF monitoring, customer experiences and complaints reporting as we’ve shown above.
“Your agent was extremely kind and supportive throughout my debt issue. He was extremely attentive and his communication skills were brilliant – I had lots of questions.
In these situations debt handlers are usually pushy and unsympathetic, however, he was far from that. I am being honest when I say that dealing with your agent made the whole issue slightly easier – He was professional and very personable.”
