Customer Care Charter
Aims
- We want you to experience an excellent standard of service every time you contact us, through knowledgeable, courteous and helpful staff.
- We aim to provide high quality services and information to our customers.
- We will look for new ways to improve our service and welcome comments you may want to make to help us achieve this aim.
- We will strive to ensure all our customers are satisfied and will measure satisfaction levels in a variety of ways.
You can expect
- To be treated with dignity in a polite and courteous manner.
- To be treated fairly and equally.
- Our reception areas to be clean and comfortable with a variety of leaflets available on our services.
- That we will seek your views to inform our services.
- That we will publish our performance on the targets we have set.
We will:
- Carry ID cards that are easy to Identify.
- Answer the telephone by giving our name.
- Respond to all correspondence within five working days.
- See you within 10 minutes of an agreed appointment.
- If available, use interview rooms if you wish to discuss a matter in private.
- Offer you a future appointment if you attend our office without an appointment and the appropriate person is unable to see you.
- Handle complaints within the targets set in the complaints policy.
- Provide you with clear, written and timely information about your rights and responsibilities.
- Operate a 24hour emergency service via a published telephone number.
- Staff will adhere to the Code of Conduct for Staff and Contractors.
We expect you:
- To treat staff with dignity in a polite and courteous manner.
- To keep to agreed appointments or contact us if you are unable to attend.
- To keep us informed of any change in circumstances.
- To reply to us if we contact you.
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