What Customers Ask Us Most

The questions we receive are practical and understandable:

  • Requests for invoices or statements

  • Clarification on initial payments

  • Questions about Equipment Protection

  • What happens at the end of a lease

These aren’t unusual concerns — they’re part of navigating any financial agreement. What matters is how they’re handled.

 

Clearing Up Common Misunderstandings

Leasing can sometimes be misunderstood, especially if customers are new to it. Our Customer Care team regularly helps explain:

  • The difference between leasing and hire purchase

  • Why certain charges appear at the start of an agreement

  • What Equipment Protection covers

  • Where invoices are sent and how to access them

Often, customers are reassured simply by having someone talk them through their agreement, with no agenda than to offer clarity.

 

Supporting Customers at Key Moments

Certain points in the leasing journey naturally raise questions — particularly:

  • The start of the agreement, when initial payments are taken

  • January, when payment timings can differ

  • End-of-lease options and next steps

  • Service and maintenance responsibilities

Our Customer Care team is there to guide customers through these moments, ensuring they understand their options and know what to expect.

 

A Human, Transparent Approach

What customers often tell us surprises them most is how approachable and helpful our team is.  We’re clear that grenke is the finance provider, not the supplier — and we explain where responsibilities sit. We refer back to agreements transparently and always aim to resolve queries with empathy and understanding.

Because finance works best when it feels human.

 

Why Customer Care Matters at grenke

Our Customer Care team plays a vital role in building trust. They don’t just answer questions, they help customers feel confident in their decisions and supported throughout their agreement. That’s part of our commitment to being open, transparent, and easy to work with.

At grenke, great customer service doesn’t happen by accident. It’s delivered by people who care about doing things properly.