Standards you can expect

When you contact us we will work to:

Phone and live chat

  • 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.

Letters, emails and texts

  • 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.

Face-to-face

  • 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.

Visiting you

  • 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.

Complaints and compliments

  • 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.

Find out how to contact and visit us