This Customer Service Charter expresses our commitment to achieving excellence through continuous improvement of our service and communication with you. We aim to provide you with the highest standard of service possible. We are constantly striving to improve our service and forge closer relationships with all our customers. Our Service Charter sets out the standards you can expect from us, explains how you can obtain information and how to let us know if you have concerns, and offers advice on how you can help us to serve you better.
The hallmark of our Service Charter is our promise to provide consistently professional and high-quality service. This means that at all times:
- deliver value for money products and services.
- you will be treated with courtesy and consideration and our staff will be helpful.
- your questions and needs will be attended to promptly in a positive, helpful and timely manner.
- we will exercise the utmost integrity in providing services.
- continually improve our service delivery to you.
- we will not disclose any information about you without your consent, except as permitted by law.
Our website is our primary source of information, where service information can be accessed at any hour. However, we offer a range of other ways to contact us. We do not using automated telephone call handling systems – instead we ensure that your calls are answered by a human during office hours. Should you leave a message outside those times, then you will be contacted promptly by a member of staff on our return.
Our performance on each account is continually monitored throughout the year, including feedback, complaints and suggestions.
This Charter document will be reviewed at least once every 12 months. All staff and client comments/suggestions are considered at each review.
You have rights under the Data Protection Act 1998 which prevent us from misusing your personal information. You also have the right to access any information we hold about you and your organisation. Requests should be submitted in writing to us at the address shown on our contact page.
Any information you provide us in the course of our business relationship will remain confidential and will not be distributed outside of our company without your written permission (unless we are legally required to provide it).
You are entitled to clear, written explanations of any decisions we take that may affect you directly.
We listen to you and keep improving our products and services through all your feedback. This includes in-depth client surveys that monitor our performance and encourage your suggestions for improving and enhancing our products and services.
We are committed to meeting the service standards detailed in this charter. We promise to rectify any problem which has occurred due to any failure on our part to perform any of our services to the standard promised.
We will consider all feedback and listen to customers’ suggestions as to how we might improve our services. If we make an error, we will acknowledge it and do what we can to rectify it. We will then seek to introduce procedures to stop us repeating it.