Our Customer
Standards
EVERY CUSTOMER, EVERY TIME – “Everybody Matters”
Our customers are important to us and we aim to provide
high quality services, exceed customer expectations and delight our
customers. We will treat you as individuals, listen carefully to
you, be sensitive to your needs, and take
ownershipof problems so that you can be confident
that someone is dealing with your issue.
What customers can expect from us…
We will:-
- be friendly, polite, helpful, attentive and considerate at all
times;
- provide accurate and clear information;
- use plain English and avoid jargon or technical terms;
- be open and honest about what we can and cannot deliver;
- get back to you when we say we will, and advise you of our
progress when we are taking longer than anticipated to address an
issue.
Whilst our focus is on quality, we also aim to provide a
quality response within an acceptable period. As a guide these are
the timeframes we aim to work within
- We will acknowledge all complaints made through our complaints
procedure within 2 working days
- We will provide a full response to complaints within 15 days or
let you know if it is going to take longer
- We will respond to all emails within 2 working days or let you
know if it is going to take longer
- We will respond to general customer enquiries made by letter
within 7 working days or let you know if it is going to take
longer
- If you visit one of our customer service centres in person, we
aim to see you within 5 minutes of your arrival to find out the
nature of your enquiry. If you need to see a customer service
advisor we will then see you as soon as possible and wherever
possible within 15 minutes
- We will aim to answer the telephone within 20 seconds (6 rings)
wherever possible.
