As our customer you are pivotal to what we do. We are continuously developing our
services and standards, and we may ask for your feedback, welcoming both positive
and negative comments to monitor and improve our service to you. We encourage our
team to work together, to provide you with the best service we can offer.
When we are in contact with you we will listen to you carefully, be polite, fair
and honest with you. We will avoid using jargon, use plain English and give you
a high standard of information to help you find the answer you’re looking for. We
will take responsibility for helping resolve problems should they arise, and we will
explain any decisions made and our reasons for them. And with this in mind, when
working with you, the things we do will be in full consultation with you.
For us to be able to meet your needs in the most efficient way possible the standards
we have set ourselves are high, therefore we aim to do the following
If you contact us by telephone we will endeavour to answer your call within 5 rings.
If we cannot answer your call, you will be able to leave a message for us and we
will contact you as quickly as we can
We want to ensure that our website is as user friendly as possible. We welcome
your feedback and we are continuously looking at ways to improve the look and update
the information available
When we visit you, we will ensure that the time we spend with you is productive and
allows us to provide you with follow up information as quickly as possible
Provide an equal right to receive information and be able to access our services.
If you need us to provide you with information in a different way, please let us