Customer Charter

When you visit us we will:

• Greet you politely within 2 minutes of your arrival and we will deal with your detailed enquiry within 15 minutes
• Ensure our staff wear a uniform and a name badge so that they can easily be identified
• Ensure all areas are clearly signposted, well maintained, clean and tidy with clearly displayed opening hours and a range of leaflets and information on display
• Have information on display which tells you who managers are so you can contact them if you wish
• Ensure all areas are accessible by all customers including those in wheelchairs and customers with prams and buggies
• Be polite, professional and courteous   
• Provide access to an interpretation service if English is not your first language
• We will communicate with you in plain english using terms that are clear and easy to understand
• Provide facilities for customers with hearing difficulties and leaflets and information in large print format, Braille and tapes on request. We will also make arrangements for a Signer on request.
• Provide a private interview room if you need to discuss a sensitive or confidential issue
• Provide feedback on a regular basis to customers on service improvements which we have made

When you phone us we will:

• Tell you our name
• Deal with your enquiry at the first point of contact
• Answer all telephone calls quickly and politely, we will answer 70% of your calls within 30 seconds   
• Provide access to an interpretation service if English is not your first language
• We will communicate with you in plain english using terms that are clear and easy to understand
• If we need to contact you back we will arrange a suitable time with you
• Provide feedback on a regular basis to customers on service improvements which we have made

When you write to us we will:

• Reply in writing to your letters within 10 working days
• Reply in writing to your faxes within 10 working days
• Acknowledge and respond to your emails within 10 working days

An analysis of complaints received

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This page was last updated on 3 October 2009