Customer Service Charter

We aim to

• Ensure you are treated fairly.
• Make our services easily accessible.
• Help you if you have difficulty communicating with us.
• Answer your enquiry at the first point of contact.
• Investigate and deal with your complaints and concerns within 10 working days.
• Deal with problems fully and learn from any mistakes.
• Provide a positive customer experience.

Our staff will

• Tell you their name and the service you have contacted when you telephone us and wear name badges in our Customer Service Centres.
• Be professional, polite and friendly and treat you with courtesy and respect.
• Be sensitive to special needs and help you if you have difficulty communicating with us.
• Listen carefully in order to understand and respond to your needs.
• Be sufficiently trained to resolve your enquiry or signpost it to the relevant person or service.
• Ensure you are advised of all relevant timescales.
• Treat all information received in the strictest of confidence and protect your privacy at all times.
• Provide an efficient response to resolve your enquiry at the earliest opportunity.
• Welcome all Customer Feedback as a way of improving our services.
• Take advantage of the opportunities presented by the development of digital technologies to improve our customer experience and keep you better informed.