Customer Service Commitments

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Customer Service Commitments

• We will attend to customers who visit our reception within 5 minutes of their arrival.
  
  
• We will answer telephone calls within 15 seconds during office hours.
  
  
• We will acknowledge external customers e-mails within one working day and respond fully to all e-mail enquiries within 3 working days.
  
  
• We will acknowledge letters of complaint within 3 working days of receipt and respond fully within 10 working days.
  
  
• We will respond to all letters received from our customers within 10 working days.
  
  
• We will respond to voice messages left by customers within one working day.
  
  
• We will ensure that all of our customers feel that they have been dealt with politely, professionally and with respect.
  
  
• We will ensure that all of our customers feel that we make it easy for them to make comments or complaints about the service they receive.
  
  
• We will ensure that all of our customers feel that the information provided about services is easy to understand.