Customer promise

Standards you can expect

When you contact us we will work to:

Respond as quickly as possible by phone - this does depend on how many people are calling us at any one time. Our lines are usually very busy first thing on a Monday morning (or Tuesday after a bank holiday) and at lunchtimes, so please be aware you may have a short wait at these times.
Respond within 2 minutes on live chat, available during working hours.
Be courteous, caring and clear in our how we speak and write - free from jargon and buzz words.
If we take something away to deal with, we will keep you updated of progress in a timely manner.

Respond to customer enquiries in full within five working days, or if we can't we will let customers know when we can respond.
Be courteous, caring and clear in our writing - free from jargon and buzz words.
Tell customers what will happen next and when.
If we take something away to deal with, we will keep you updated of progress in a timely manner.

Aim to greet customers within three minutes of arriving.
Be courteous, caring and clear when speaking to you - free from jargon and buzz words.
Provide a welcoming, safe and accessible environment.
Provide clear signs in reception areas.
Provide self-service facilities where possible.
Be on time, or let you know if we will be delayed.
Wear name badges or carry official staff photo passes.
Arrange to discuss issues in private if required.
Where appropriate, make other arrangements to see customers if they cannot visit us.
If we take something away to deal with, we will keep you updated of progress in a timely manner.

Be on time, or let you know if we will be delayed.
Be courteous, caring and clear when speaking to you - free from jargon and buzz words.
Wear name badges or carry official staff photo passes.
If we take something away to deal with, we will keep you updated of progress in a timely manner.

Make it easy to report a complaint, comment or compliment - find out how to send us a complaint or compliment.
Acknowledge all complaints immediately and provide a full response within 20 working days, or let customers know when we will respond in full - read our complaints policy.
Treat complaints confidentially, while making sure we are fair to everyone concerned.
Let you know how to take your complaint further if you are not satisfied with our response.
Say sorry when we are at fault and do our very best to put things right.
Record complaints, comments and compliments and use them to review and improve our services - read our annual report.