Customer service

Giving customers a great service is at the heart of everything we do.

You can expect an excellent service from us no matter if it’s face to face, on our Twitter page, by post or over the phone. Our fully-trained and professional staff are here to help you.

Our commitments

We willWhen
Provide you with access to advice and assistance24 hours a day, seven days a week through our Customer First Centre
Identify ourselves, be polite, approachable and helpfulIn all your contacts with us
Listen to you and give you full opportunity to have your sayIn all your contacts with us
Resolve your enquiryAt the time of request or inform you who will get back to you and when
Answer your telephone callsWithin five rings
Respond in full to your phone enquiry (where unable to deal with your enquiry at first contact)Within one working day
Respond to your letters, faxes, emails and text messagesWithin five working days
If unable to complete our action within this time, we will inform you of progressEvery five working days
Visit you at home if this is necessaryWithin five working days of agreeing to visit
Provide our publications and other information in ways that meet your needs (translations, interpretations, large print, audio versions etc.)Within five working days of the request
Advise you of how to request a review of any decision or make an appeal, and the relevant timescalesWhen advising you of any decision
We will acknowledge Subject Access requests and respond in full to requests made under Articles 12 and 15 and Recital 63 if the General Data  Protection Act Regulations Within one month of receipt unless we advise you otherwise

How do I get in touch about Lowther's customer service?

You can: