Customer Service Charter

We want to give the best service we can to anyone who needs our help.

Our commitment to you:

  • We will greet you promptly, and with a smile.
  • We will treat you with courtesy and respect.
  • We will try not to keep you waiting.
  • We will try to answer your questions as best we can, if we cannot do this, we will pass you on to someone who can or get back to you.
  • We will take responsibility when dealing with your request, making sure we do whatever is required
  • We will ensure services are as accessible as possible and consider individual circumstances/special needs, e.g. young and older people.
  • We will give you choices about how and when to contact us.
  • We will look for ways to improve services and will learn from comments and complaints.
  • We will work more closely with other service providers to improve our service to you.

When you contact us by telephone:

  • We will answer your call within four rings.
  • We will call you back if you ask us to, within 24 hours.
  • We will give you our name and if you need to contact us again, our direct telephone number and email address.
  • We will try to give you all the advice and information that you need or ensure that we hand you off to a staff person who can help you.

When you contact us in writing or email:

  • We will acknowledge your email within 24 hours or letter within one week, and respond or advise when you can expect a meaningful response.
  • We will let you know when a full response can be provided if we cannot respond in this timescale.
  • We will reply in plain English.

When you visit us:

  • We will make every effort not keep you waiting for longer than a few minutes.
    If you do have to wait, we will ensure you are comfortable while you do so.
  • We will endeavour to give you all the advice and information that you need.
  • We will arrange a private greeting room when an appointment has been made or should your communication be sensitive.
  • We will see you on time when you have an appointment.
  • We will give you our name and contact details, and that of our supervisor if requested.
  • We will provide a safe and comfortable environment.

Help us to improve our service:

  • We welcome your comments on the service we provide. They will help us improve.
  • If you think something has gone wrong, we need to know so that we can put it right.
  • If you would like to make a suggestion of improvement, please contact us.
  • There is a also a formal complaints procedure that is easy to use.