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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.