Customer care

Our Customer Care Commitment

We want you to receive a high quality service, however you choose to get in touch. To help us achieve this we have a set of minimum standards that make up our Customer Care Commitment:

  • We will be friendly, polite and honest.
  • We will listen to your query.
  • We will always try to answer your query straight away.
  • If we can’t resolve the matter immediately we will give you the name and contact details of the person who will respond.
  • We will use Plain Language – this means we will try to be clear and concise and avoid using jargon.
  • Outside office hours we will provide an emergency number to call if you need it.

On the phone

  • We will answer within 5 rings, either personally or using an answerphone service.
  • We will greet you with the name of the service so you know you’ve reached the right place.
  • If we need to transfer you to someone else, we’ll explain why and give you their name.

By letter

  • We will reply within 10 days. If we can’t resolve everything we will write to let you we have received your letter and let you know what we will do next.

By email

  • We will send an acknowledgement so you know we’ve received your email (this might be an automatic response) and send a full response within 10 days.

Electronic forms from the website

  • Your form will be directed to the right team within 24 hours.

Visiting us

  • Wherever possible we will make our buildings accessible to everyone.
  • We will make your visit as comfortable as possible and will provide a welcoming, clean and safe environment at our offices.

If you have a complaint

Sometimes things go wrong and you may not be happy with the service you receive from us: how to make a complaint.