We are constantly looking for new ways to improve our service and we welcome any comments you want to make. If you feel we are falling short of the standards set out in this charter, please let us know
Dealing with clients
- Treat you politely and not discriminate against you because of your race, religion, age, gender, sexuality or disability
- Make sure that the staff who serve you are trained to give you the help and advice you need
Answering phone calls
- Greet you politely and clearly
- Take a message if the person is not available
- Return phone messages within two working days
Answering letters, faxes, e-mails and texts
- Answer letters, faxes ,e-mails and texts within 3 working days
- Use plain language and avoid using jargon
Seeing you in person
- Provide clear directional signs in reception areas
- Make sure reception areas are clean, tidy and safe
- Make sure visitors are seen by a receptionist in a timely and professional manner
Dealing with complaints, comments and compliments
- Record complaints, comments and compliments and use them to review and improve our services
- Deal with complaints within five working days
- Treat complaints confidentially, while making sure we are fair to everyone concerned
- Apologise when we are at fault and do our best to put things right.
How you can help us to help you
- Give us all the appropriate information so that we can deal with your enquiry quickly and effectively
- Let us know beforehand if you need to cancel or re-arrange a pre-arranged appointment
- Tell us you are unhappy with the service you have received
Keeping customers informed and involved
- Produce information about us and our services that is accurate, useful and up to date
- Review the customer charter every year
- Provide information about how to contact us and report a complaint, comment or compliment at all of our buildings that are open to the public
- Understand the views and priorities of our clients
- Use client customer feedback to help us make decisions
