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 1 working day
An analysis of complaints received
Please click on links below for further information:
- Formal complaints analysis Oct 2005 to March 2006 - Word 42Kb
- Informal complaints analysis Nov 2005 to March 2006 - Word 27Kb
This page was last updated on 12 April 2007
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