Customer Charter

Our customers are at the heart of everything we do. We will set high standards of customer care and tell you how we are performing against them. Our aim will always be to deliver services as efficiently and effectively as possible. Whenever you contact us we want to make sure you receive the highest level of service.

These are our promises to you –

We will:

• treat you with dignity and respect
• respond to your enquiries promptly and efficiently
• be helpful and responsive to your needs
• be polite and professional at all times
• tell you what to do next if you’re not satisfied with how you’ve been treated
• keep any information we have about you safe and secure, and we won’t pass information about you to anyone else unless you say that we can
• apologise to you when we get things wrong and tell you when we will put them right
• involve you when planning the delivery of our services and feedback the changes we have made

Our advice and information will be honest, accurate, reliable and up to date

The person making the complaint should be invited to discuss the complaint with the Chief Executive.

In return we ask that you:

• Be on time for any appointments
• Treat our staff with respect and be courteous
• Be considerate and polite to other customers
• Provide the information we need to deliver services
• Ask us to explain anything you are not sure about

Reviewed Jan 2024, Next review Jan 2027