Customer Charter

We will demonstrate our commitment to excellent customer services by:

  • Dealing with your enquiries professionally and efficiently within the agreed timescales
  • Being polite, courteous and clear about what can and cannot be done
  • Listening and acting upon your suggestions, comments or complaints
  • Treating all people fairly and promoting equal opportunities in all areas of service delivery
  • Providing a safe environment and safeguarding your data
  • Tailoring our services to meet your needs
  • Providing you with impartial advice and guidance
  • Providing an accessible service
  • Actively seeking your views to help us improve the service

We recognise the quality of the people we employ is our most important asset in the delivery of excellence in customer service. We therefore commit to ensuring our staff are:

  • Trained to attain the appropriate levels of technical and professional competence in their field of expertise
  • Motivated to provide the highest levels of customer service even if they are not engaged directly in the provision of front-line services
  • Encouraged to share best practice