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 & 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

Customer Services Excellence