Launched in Autumn 2006, our new Customer Service Charter sets out the company's aims and commitments regarding its approach to customer service.  Put simply, it is a statement of our commitment to you and the level of service that you can expect from us.

We also have a new Complaints Procedure.  We do not look on complaints as unwanted.  In fact, they may help us to see where our products, services or procedures might be improved.  So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable.  Even if you do not think your particular concern amounts to a "complaint", we would still like to know about it.  You may help us to deal with something we would otherwise overlook.

Both documents can be downloaded below

Customer Service Charter | Complaints Procedure

Customer Service Charter

Our Charter principles are:

• Everything we do informs our customers' perceptions of our company, our products and our staff
• All of our customers should receive a high quality service from us be it on the telephone, in writing or in person
• Each and every employee has a role to play
• We believe that our word is our bond and we want customers to share that belief
• We shall triumph where our competitors fail

When customers phone us:

• We will aim to answer calls courteously within 3 rings.
• We will always try to answer their query straight away if we can.
• If we don't know the answer to their question or the person they want is not available, we will take a message and get back to them within one working day.  If the person they want is away from the office we will tell them and offer to pass them to someone else who can help.
• If they leave a message on an answerphone, we will call them back within one working day or when we return to the office.

When customers email us:

• We will aim to send a full reply within two working days.
• If the matter is urgent, we will respond faster.
• We will make sure that our departmental mailboxes are checked at least twice a day during working hours.
• We will ensure that our contact details are displayed in each email we send.
• We will ensure that when we are out of the office, all emails are responded to automatically, giving details of our absence and contact details of someone else that can help.

When customers write to us:

• We will aim to respond with a full answer as soon as possible, but ideally within two working days of receiving their letter.
• If a letter has gone unanswered for five working days, at the end of the fifth working day we will write back to confirm that we have received the letter and try to follow up with a full answer as soon as possible.
• Whatever happens, we will keep customers informed.
• We will write in a clear, concise and easy-to-understand way.
• All letters will be sent on official headed paper and written in Arial font size 11 for the benefit of customers who may be visually impaired.

When customers visit us, or we visit them:

• A member of staff will greet visitors within five minutes of their arrival at reception.
• The member of staff whom they have come to see will meet them within five minutes of their appointment time.
• When we meet a customer we will be dressed appropriately and have a clean, smart appearance.

 
Suggestions, improvements, compliments:

• We welcome suggestions for improvements.  We will let customers know if we can make the change they suggest if they request a response from us.
• We will be delighted to receive a compliment when customers feel they have received outstanding service and we will make sure the people concerned are aware of their compliment.

Complaints:

• We will aim to be helpful and efficient, but we know that sometimes things go wrong.
• We want to put mistakes right quickly and improve our service.
• If a customer has a complaint, we will inform them that we have a complaints procedure and tell them what it is.  We will send them a copy via email or post if they request it and will reassure them that their complaint will be dealt with both quickly and effectively.