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.
|Provide you with access to advice and assistance||24 hours a day, seven days a week through our Customer First Centre|
|Identify ourselves, be polite, approachable and helpful||In all your contacts with us|
|Listen to you and give you full opportunity to have your say||In all your contacts with us|
|Resolve your enquiry||At the time of request or inform you who will get back to you and when|
|Answer your telephone calls||Within 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 messages||Within five working days|
|If unable to complete our action within this time, we will inform you of progress||Every five working days|
|Visit you at home if this is necessary||Within 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 timescales||When 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|