Customer Charter

• Aim to answer your call within six rings.
•  Tell you who you are speaking to and either answer your enquiry without having to transfer your call or transfer you immediately to the most appropriate person if they are available.
• Get back to you as soon as possible if we cannot answer your enquiry straight away.

When dealing with your letters, faxes or e-mails, we will do the following.

• Give you contact details, including the phone number, office address and e-mail address of the person dealing with your enquiry.
•  Aim to respond within 10 working days.

When you visit us, we will do the following.

• Have friendly and helpful staff in our reception area to welcome you.
• Make sure our office is safe, welcoming and friendly, and is accessible to people with disabilities.
• Have clear signs in our reception area.

How can you help?

• Take time to explain your requirements and use our website to obtain further information to help us help you.
• Provide us with correct information in a timely manner when we ask.
• Let us know how we can improve our service to you.

• Provide a named contact who will work with you.
•  Treat you with respect and be polite and helpful.
• Be fair, open and honest when delivering our service.
• Treat all our customers the same and treat all conversations/enquiries as confidential.
• Make sure that our staff are trained to give you the help and advice that you need.
• Make sure that the information we provide is accurate, useful and up to date.
• Use your feedback to improve our services.
• Have staff available to deal with your enquiries between 9am and 5pm Monday to Friday.
• Provide impartial advice and where appropriate co-ordinate other service providers to provide support.